Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

The Reality of our Customer Loyalty

272 views

Published on

  • Be the first to comment

  • Be the first to like this

The Reality of our Customer Loyalty

  1. 1. The Reality of Our Customer Loyalty
  2. 2. Quick Recap NPS CEM Customer Loyalty The Ultimate Question NPS = Promoters - Detractors Responses 0 1 763 84 102 5 9 Detractors Passives Promoters MoS and KPIs
  3. 3. National Reality
  4. 4. Engagement Standards Actions
  5. 5. Engagement ISSUES: - Lack of Customer Centric Culture within Entity in terms of Education and showcasing. - Communicating our Customer Centric Culture with our Stakeholders - Building a meaningful conversation with our stakeholders
  6. 6. Standards ISSUES: - Lack of standard procedures dealing with our Detractors - Unclear Exchange Policies and Minimum Requirements communicated to stakeholders - Lack of Standard Reporting and Analysis - Lack of standard CEM Procedures within Entities.
  7. 7. Actions - Lack of standard procedures dealing with our Detractors - Unclear Exchange Policies and Minimum Requirements communicated to stakeholders - Lack of Standard Reporting and Analysis ISSUES:
  8. 8. How can we drive the right behaviors to drive customer centricity within our Entities?
  9. 9. Education and Culture Operations and Standards
  10. 10. Culture has to engage everyone involved with your entity: - Members and Leaders - EPs/Interns - Partners Customer Loyalty is the Goal Connect CEM to the CoW and to your Entity’s Growth 1 2 3 Education and Culture Showcase your Promoter Experiences 3
  11. 11. How can my entity ensure building the right Culture and Education? To your Members: 1. Communicate the WHY 2. EPs / Interns Stories Sharing 3. PD/PI Contributing to Growth 4. Value of Promoters contributing to Growth 5. Monthly exposure of Data Channels: 1. LC Meetings 2. Local Conferences 3. Virtual Spaces (Online internal Campaigns) 4. Newsletters To your EPs/Interns/Partners: 1. Communicate how AIESEC adapts CEM to enhance their Experiences 2. Help them understand the NPS and the Survey (EPs/Interns) 3. Build a platform for easy conversation with your stakeholders. Channels: 1. Integration Seminars 2. Expectation Setting Meetings 3. Virtual Spaces (Facebook Group) Education and Culture
  12. 12. Mapping a Customer Journey 1 Experience Minimum Requirements 2 Empowering Frontline 3 Managing Detractors and Promoters 5 Effective Firefighting 4 Operations and Standards
  13. 13. But First, Do we know our Responsibilities?
  14. 14. Entity Side - EP Lead Delivery and Logistical Support (Check In) - Re Integration Seminar - Improvement of OGX product & processes based on customer feedback - Improvement of ICX product & processes based on customer feedback - OPS - Introducing EPs to AIESEC - Logistical support of EPs for the internship - Preparation Webinars - ExpectationssettingonJD - Assure Response Rate of the realized experiences - Assure Response Rate of the completed experiences - Attend NPS Webinars - Implement NPS Culture - Assure Response Rate of the matched experiences Post - ExchangeExchange NPS Pre- Exchange C o - d e l i v e r y F l o w Operations homeHOST
  15. 15. Providing more and better experiences. Concrete Way to do Cooperation Home& host responsibilitysharing Focus onthe Developmentof intern/EP
  16. 16. Role of NCB
  17. 17. Education and Consultancy Quality Procedures and Exchange Guidelines Case Management

×