Cem session. 1

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Cem session. 1

  1. 1. Customer Experience Management
  2. 2. Appendix •What is CEM? •Why is it important? •What is NPS and how we measure it? •How to capitalize on that data
  3. 3. What is Customer Experience Management (CEM)?
  4. 4. …because market leaders do!
  5. 5. …because the purpose of this organisation is to develop leadership. We have to know what kind of leadership we provide and how we can improve it!
  6. 6. …because 2015 means that we have to provide quality experiences. # of GIP Experiences # of GCDP Experiences # of TLP Experiences # of TMP Experiences Quality of our Experiences
  7. 7. How do we get Customers’ Feedback?
  8. 8. MoS : Net Promoter Score Video ;)
  9. 9. EPs – 3 times *Matched *Realized *Complete TMP/TLP - Twice per Year
  10. 10. Survey Explanation – TMP/TLP • AIESEC is every day aiming every to facilitate life-changing experiences. For that, we will send surveys twice per year,in the months of May/June and November/December. You will receive a single survey for TMP regardless how many experiences you are having at the same time. Same rule applies for TLP. • In fact, we want to hear what you think about the TMP and/or TLP programme in your entity not just your feedback for a specific role. • What’s the benefit for you? • Official channel to ask for support or raise a complaint • Official space to let us know your ideas, inputs and feedbacks on how to provide better Team experiences • What do we do with this feedback? • June/July and December/January are crucial months for organizational planning and re- planning, so we want to hear your feedback to shape our Talent Planning. • Assess the state of our team members and leaders: Are they having a life-changing experience? • Use your feedback to improve our operations and the way we structure teams and experiences. • Rewards and recognitions for Team Leaders and Team Members
  11. 11. Survey Explanation for the EPs/Interns • AIESEC is every day aiming every to facilitate life-changing experiences. For that, we want to: • Hear how your experience is going so we can understand how to support you immediately. • Use your feedback to improve our operations. • Know if we are doing a good job in changing your life! • You will receive 3 surveys during your experience, in different moments • Right after you’ve been accepted for an internship – Match survey • Right after you’ve started you internship – Realization survey • Right after you’ve finish you internship – Completion survey
  12. 12. Opportunity to give us feedback about your induction, selection, our support in finding your internship, our support in getting you visa and our communication with you “I have asked many times for an EP manager that would be responsible for me, but they made somebody responsible for me after my match..So, I didn't like the matching support..”
  13. 13. Opportunity to gives us feedback about your cultural preparation by your home entity, integration and logistical support by your host entity and the clarity and alignment of your job description. “The job must start immediately”
  14. 14. For Global Community Development: A cross-cultural living and working experience, The opportunity to create positive societal impact, Personal Development and overall AIESEC support Video ;)
  15. 15. But where is Quality and How do we measure it?
  16. 16. Raised Matched Realized KPIs MoS
  17. 17. NET PROMOTER SCORE 0 1 2 3 4 5 6 7 8 9 10 Detractors Passive Promoters NPS = % of promoters - % of detractors Scale: -100 to +100 200 surveys40 12040 20% 20% 60% NPS = 40
  18. 18. Net Promoter Score Cases Closed / Cases Open % of PromotersResponse Rate
  19. 19. Our ability to respond rapidly and effectively to customers in need. Net Promoter Score Cases Closed / Cases Open How “engaged” are our customers with AIESEC? Response Rate How good are we at creating powerful experiences? % of Promoters
  20. 20. www.cg-express.com Let’s see the system Your LCPs will give you account & password
  21. 21. NPS
  22. 22. NPS
  23. 23. NPS by Segment
  24. 24. Responses
  25. 25. Self Selected Issues
  26. 26. Firefighting
  27. 27. Using the Scores Let’s Practice
  28. 28. • Collect data for every program (oGCDP, iGCDP, oGIP, iGIP, TMP, TLP) during Nov-Jun • NPS Score • % Promoters • % Response Rate For each status (Complete, Matched, Realized) Put all data to NPS tracking tool Filter → Experience Date Filter → Survey Date
  29. 29. Analyzing NPS with the right “glasses”
  30. 30. A practical team leader or executive leadership body experience Personal and professional development Practical hard and soft skills development Activities which develop an entrepreneurial and responsible attitude towards being a better leader A practical team experience Practical hard and soft skills development Access to a global network An entrepreneurial and responsible attitude towards being a better leader A cross-cultural living and working experience The opportunity to create positive societal impact Personal Development Activities which develop an entrepreneurial and responsible attitude towards being a better leader A professional development experience A cross-cultural living and working experience Activities which develop an entrepreneurial and responsible attitude towards being a better leader Our promise
  31. 31. Our success relies on our ability to deliver those promises We make this promises because we believe these experiences will turn young people into change agents
  32. 32. EXPERIENCE DELIVERY Process Improvement
  33. 33. Processes and activities we make to ensure the promise is delivered! Pick-up EP preparation Educatio n Induction to AIESEC Re- integration Visa support Transition Personal goal setting Etc… Product packagin g
  34. 34. NPS on Completed NPS on Matched and Realized Did we deliver the promise? Are our operations helping us to deliver the promise?
  35. 35. HOW? - EXPERIENCE DELIVERY Process Improvement
  36. 36. Analyze Data Draw conclusions Create goals and plans! 1. CustomerGauge • See comments • See self-select issues 1. Talk to EPs / Team members and team leaders 1. What are the customer concerns? 1. How to solve / address customer concerns? 2. What will I focus on? 1. Set goals (% promoters) 1. Set actions, timeline and checkpoints to track progress 1. Have a focus for 6 months and weekly progress check
  37. 37. Using the Scores Let’s Practice
  38. 38. What actions will you take in order to improve the processes?
  39. 39. Learnings? ? ?

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