Customer centric


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Customer Centric, AIESEC in Poland.

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Customer centric

  1. 1. Customer Centric
  2. 2. How it Works? By creating a positive consumer experience at the point of sale and post-sale, a customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.
  3. 3. How to do it? To be a Customer Centric Organization the first step for each of us will be: To Create Customer Centric Culture
  4. 4. Customer Centric Culture Create journey to: - TM (ex. Carrer pathes) - Students (ex. Clear message during recruitment) Map Think about: - Computers in the office - Management system (ex. PODIO) Alighn Analize how you work with students: > Think what to do > set DDL > Implement it > Take care of what you are doing Refine
  5. 5. Customer Centric Culture Remember: - to appritiate your partners, your members, your interns By events, small activities Integrate Use the tool to measure customer centric: - NPS Measure From top to bottom: > LCP to LCVPs > LCVPs to structure (Coo, manager, OCP) > LCP to MM commision > MM commision to OC members Transform
  6. 6. Customer Centric Culture Culture starts from top to bottom: - Remeber about executives and leaders Target/ Engage Evaluate your customers and work on it Incorporate Remembe: > about target ares > TMP and TLP require different approach > Use feedback to built trust in your customers Focus:
  7. 7. Characteristics of Customer Centric Organisation Has a clear, customer-centred vision with top down support. Makes every business decision in alignment with this vision. Knows what customers expect because it asks them. Tailors its products and services to what customers want. Meets customer expectations with every interaction. Regularly measures customer satisfaction and changes accordingly. Clearly communicates the importance of customer centric behaviour to every employee. Measures and rewards customer centric competencies and performance. Employs and promotes people who support customer centricity. Expects suppliers and partners to model customer centric behaviours.
  8. 8. Customer Centric - Students
  9. 9. • As our main actions are connected with students we must focus of Customer Centric for them. To provide high quality experience and good servicing for our clients.
  10. 10. Why of Customer Centricity for students? • Customer will know that we care about them. • If we provide value experience, which includes the product or services. We build customer loyalty with EP.
  11. 11. Start from Education in LC 1. Create model of servicing for our EP (structure, plans) 2. Then educate members of your LC (how to behave with EP) 3. Implement it to your Committe.
  12. 12. Introduction to AIESEC 1. We should provide information about our organizations. 2. EPs understand AIESEC way and know what they can expect from us. Clarity is necessery. 3. Integration with customer. If you want to get students loyalty EPs must know and trust us. It is all about EMOTIONS. 4. When making a meeting about their Exchange we must keep in mind two things: we are the specialists on their internship, so we must have all informations at hand; we can only promise what we can deliver, otherwise we will disappoint them.
  13. 13. • Remember about EVALUATION! If we know EP needs we can fullfill them • Be open for feedback. We always striving for excellent. • Implement it in every day action.
  14. 14. • Constant communication with EP • Always be ready to react • Reception and integration • Program knowledge How to do this ?
  15. 15. • Our EP’s are our “free” promoters „Loyal customers reduce costs associated with consumer education and marketing, especially when they become Net Promoters for your organization”
  16. 16. Customer Centric - organizations
  17. 17. When an organization is our client In terms of Customer Centric, AIESEC must shift from focusing on its products and services to customer- focus approach. Customer Products
  18. 18. Contact with our partner - organization We must remember that OCs are ambassadors of AIESEC That’s why their approach is a key to establish fruitful relations OC must be perfectly prepared before meeting
  19. 19. What they should do? • Know basic facts about organization • Check how relations looked like in past • Be aware what product he/she sells • Be kind and polite • Have creative presentation methods
  20. 20. Is it enough? • No! We’re not looking for one-time customers • The loyal customers are those who generate most profits! • The point of CC is – create loyal customer base and fullfil their needs!
  21. 21. How to do it? • The answer is : SERVICING Good customer service is: After meeting output High quality product delivery Evaluation Post- realization contact
  22. 22. Who should do that? OC ER? LCVP ER? • NO! • Answer is: Account Manager. It is wider concept which focuses on individual approach to each customer. • AM by creating bond with customer, based on positive emotions, will assure clients satisfaction and re-raising!
  23. 23. But Remember, Customer Centric Culture starts from the top, from Executives, don’t leave AM on his own in the middle of his way with knowing nothing.
  24. 24. Customer Centric – Talent Management
  25. 25. To create appropriate experince with the same quality to Talent Management of our AIESEC network we neet to have clear understanding what make influence on it.
  26. 26. Knowing that we will create Customer Centric Organization to our Talent Capacity.
  27. 27. From what to start? Who is Talent Management? • Leaders • Member
  28. 28. What they expect from us? TMP TLP Information Appropriate education Experience Show future possibilities Fun Personal approach Appreciation Experience Education Fun Information
  29. 29. How we can do this? TMP TLP Information -> Be clear in communication messages Appropriate Education -> Provide those treinings that will raise their skills in exact things Experience -> Provide clear JD and valuable Show future possibilities - > Show soon possibilites of TLP in LC, in MC, abroad (NST, CEED, exchange) Fun -> More events, LCMs, parties, common activites for fun Personal Approach -> Work with everyone individualy Appreciation -> On LCMs, LCC, in newsletters Experience -> Give feedback; Educate how to learn from their experince Education -> Provide it time and not to stop it after induction Fun/Integration -> More events, LCMs, parties, common activites for fun Information -> Provide information on time
  30. 30. What it will cause? • Qualified experince • Integrated members • Better understanding of each role and AIESEC in general • Satisfied and devoted „customers”/members
  31. 31. Doubts? Contact the NCB!