Customer
Experience
Management
Expectations
O Intern: from the hosting LC , from the NGO,
school or company
O EP: from the EP manager,
O Member: from the...
Let’s introduce the
meaning of CEM
CEM in businesses
O Customer experience management (CEM)
is the collection of processes a company
uses to track, oversee a...
O http://www.youtube.com/watch?v=JRFrpr4
W7cc
Over the past several years, Customer Experience Management
(CEM) initiatives have gained in popularity, involving an
asse...
CEM in AIESEC
SatisfactionStandardsSafety
We Care
Because We Understand
We Fulfill
Because We Know
We Improve
Because We Read
Safety
Standards
Satisfaction
Which are finally our
customers
O Interns
O Eps
O You baby!!!!!!!!
Safety and Standards
XPP is:
• Part of the International Compendium
(Supporting document X)
• Stating definition, criteria and process of
Excha...
▪ Minimum 6 weeks to maximum 78 weeks
▪ Meet the national and local legality
▪ Have a hosting organization which provided ...
Sending LC Hosting LC
O Provide Basic AIESEC
Knowledge
O Intern Goal-Setting
O Culture Shock
Preparation
O Train on the Ex...
• The amount and form of salary provided to the EP
• Accommodation, and its exact condition (such as single
room, host fam...
Satisfaction
O How can we measure the satisfaction of our
customers?
NPS
CEM
Custo
mer
loyalty
The data
How to transform data into action
The end result we want to achieve
Net Promoter Score
What is a Net Promoter Score?
“ How likely are you to recommend your experience to a friend
or a collea...
Net Promoter Score
NPS = % of promoters - % of detractors
Example
25/100 promoters - 45/100 detractors = -
20 NPS
Scale: -...
When is NPS sent?
O Eps → Matched, Realized, Complete
O Interns → Match, Complete
O Members →December , June
NPS in our LC
NPS Febr-now %of responses NPS Aug-now
oGCDP
oGIP
iGCDP
iGIP
TMP
TLP
NPS Comments Promoter
NPS Comments promoter
NPS Comments Detractor
NPS Comments Detractor
NPS for members
View email in your browser.
Dear {{ record.person.first_name }},
In the past 6 months you experienced or h...
Which of the expectations that
you have set in the beginning
do we cover as AIESEC?
Split in OGX,ICX and CEM
functional
O TN flow
O Call
O Visit
O Follow up
O Raise
O Promote TN
O Interview
O Selection process
O Matching
O Forward the EP to
C...
Evaluation time
O OGX,ICX: How do you contribute in CEM
in each stage?
O CEM: What do you expect from the other
members to...
Now as members…
O Evaluate your XP so far in terms of
1.Team experience
2.Development
Improvement time
O Check again the TN and EP flow and the
XPPs based on safety, standard,
satisfaction .
O What more can y...
But think of all the LC…
O Let’s introduce CEM team
Golden Rules
O Put yourself in others shoes
O Take the responsibility of the XPs that
we offer
O Drive your own XP
O Compl...
CEM local conference
CEM local conference
CEM local conference
CEM local conference
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CEM local conference

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CEM local conference

  1. 1. Customer Experience Management
  2. 2. Expectations O Intern: from the hosting LC , from the NGO, school or company O EP: from the EP manager, O Member: from the LC in terms of your team(TL) and your development
  3. 3. Let’s introduce the meaning of CEM
  4. 4. CEM in businesses O Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty.
  5. 5. O http://www.youtube.com/watch?v=JRFrpr4 W7cc
  6. 6. Over the past several years, Customer Experience Management (CEM) initiatives have gained in popularity, involving an assessment of a customer's entire journey as he or she touches and interacts with a company's brand, associates, technology, services and channels. reduce risk fewer total resources • customer satisfaction, • loyalty-relationship-building, • reduction of costs associated with customer care
  7. 7. CEM in AIESEC
  8. 8. SatisfactionStandardsSafety
  9. 9. We Care Because We Understand We Fulfill Because We Know We Improve Because We Read Safety Standards Satisfaction
  10. 10. Which are finally our customers O Interns O Eps O You baby!!!!!!!!
  11. 11. Safety and Standards
  12. 12. XPP is: • Part of the International Compendium (Supporting document X) • Stating definition, criteria and process of Exchange Programs (GIP & GCDP) • To standardize and ensure the quality of Programs we deliver XPP Explanation
  13. 13. ▪ Minimum 6 weeks to maximum 78 weeks ▪ Meet the national and local legality ▪ Have a hosting organization which provided a clear legal status ▪ Minimum working hours, 25 hours for GCDP & 40 hours for GIP ▪ Under 30, within 2 years after graduation 36 months of exchange ▪ NO placement in a country where the EP lived 2 years within the last 10 years ▪ Exchange involves another organization as a major partner or employer of EP ▪ (GIP only) EP is supervised by a full-time employee of TN Program Criteria
  14. 14. Sending LC Hosting LC O Provide Basic AIESEC Knowledge O Intern Goal-Setting O Culture Shock Preparation O Train on the Exchange Program Policies O Urge EP to purchase health/travel insurance O Send Link to Reception Wiki O Provide Visa Assistance in terms of policy O Provide relevant visa and labor law information thorough Reception Wiki or other way O Send key contact information/address O Send key information on TN’s expectations O Arrival pickup and bringing the EP to the first day of work Delivery Standard
  15. 15. • The amount and form of salary provided to the EP • Accommodation, and its exact condition (such as single room, host family) • Accommodation, transportation, insurance and visa cost payment responsibility • Other living conditions, if any, (such as providing food) and necessary costs for both hosting organization and the EP Quality Standard
  16. 16. Satisfaction O How can we measure the satisfaction of our customers?
  17. 17. NPS CEM Custo mer loyalty The data How to transform data into action The end result we want to achieve
  18. 18. Net Promoter Score What is a Net Promoter Score? “ How likely are you to recommend your experience to a friend or a colleague?” 0 1 2 3 4 5 6 7 8 9 10 Detractors Passive Promoters
  19. 19. Net Promoter Score NPS = % of promoters - % of detractors Example 25/100 promoters - 45/100 detractors = - 20 NPS Scale: -100 to +100
  20. 20. When is NPS sent? O Eps → Matched, Realized, Complete O Interns → Match, Complete O Members →December , June
  21. 21. NPS in our LC NPS Febr-now %of responses NPS Aug-now oGCDP oGIP iGCDP iGIP TMP TLP
  22. 22. NPS Comments Promoter
  23. 23. NPS Comments promoter
  24. 24. NPS Comments Detractor
  25. 25. NPS Comments Detractor
  26. 26. NPS for members View email in your browser. Dear {{ record.person.first_name }}, In the past 6 months you experienced or have been experiencing our {{ record.segment_a.segment }} in one or more roles. We are passionate about providing impactful and relevant experiences to young people. To ensure that we can continue to do so, we are reaching out to you for feedback.Click here to fill the feedback survey. We promise it will only take a couple of minutes! If you have any questions or queries, drop us an email on feedback@ai.aiesec.org, and we'll get back to you. Regards, AIESEC International
  27. 27. Which of the expectations that you have set in the beginning do we cover as AIESEC?
  28. 28. Split in OGX,ICX and CEM functional
  29. 29. O TN flow O Call O Visit O Follow up O Raise O Promote TN O Interview O Selection process O Matching O Forward the EP to CEM Team O Preparation O Delivery O Partnership management O EP flow O Promotion O Application O Selection Process O EP contract O EP Fee O Raise form O AIESEC Induction O Preparation O Matching O Integration in LC O Servicing-Evaluation O Showcasing Impact O Re-integration
  30. 30. Evaluation time O OGX,ICX: How do you contribute in CEM in each stage? O CEM: What do you expect from the other members to do in order to contribute to your work?
  31. 31. Now as members… O Evaluate your XP so far in terms of 1.Team experience 2.Development
  32. 32. Improvement time O Check again the TN and EP flow and the XPPs based on safety, standard, satisfaction . O What more can you do in your everyday life in AIESEC to improve the CEM processes?
  33. 33. But think of all the LC… O Let’s introduce CEM team
  34. 34. Golden Rules O Put yourself in others shoes O Take the responsibility of the XPs that we offer O Drive your own XP O Complete NPS survey!!

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