1. +

2. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
It’s GCDP
time!

4. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
MORE
and
BETTER
while

5. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
We realized 17614 unique experiences in 2012
2012 goal
achievement:
95% EP Re NPS:
46
+3927 abs
growth
from 2011
+27 % rel
growth
from 2011
AP Contribution:
37%

6. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Last year…
14%
detractor
s
59%
promoters

7. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Last year…
2,465
detractor
s
10,392
promoters

8. Growth Quality

9. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
MORE
and
BETTER
while

10. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Customer
Experience
Management
for GCDP

11. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Our
Customer XP
is like a…

12. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013

13. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
We are their compass!
Direction:
As many
experiences
which create
PROMOTERS!

14. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
GCDP Issues
Top Promoters Issues –
Matched:
1. Selection
panel/Interview
2. Education about
AIESEC xp
3. Communication by
Host LC
Top Detractors Issues –
Matched:
1. Communication and
clarity about the
process
2. Communication by
Host LC
3. Education about
AIESEC activities
Top Promoters Issues –
Realized:
1. Integration into the
local culture
2. Job description clarity
3. Cultural preparation
meeting or event
Top Detractors Issues –
Realized:
1. JD aligned with TN
form
2. Integration into the
LC
3. Resource/contact
sharing for cultural
preparation
Top Promoters Issues –
Completed:
1. Support by host entity
during the experience
2. Reintegration – space
to share exp.
3. Personal Development
plan
Top Detractors Issues –
Coompleted:
1. Support by host entity
during the xp
2. Personal Development
plan
3. Visible impact of the
project/organization

15. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Programme Planning Framework
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply
based
delivery
Showcasing
Impact
Customer Experience Management
Customer Experience Management
ICXOGX

16. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply
based
delivery
Showcasing
Impact
How CEM influence product
development?
Issue Segmentation
• JD clarity
• Higher matching rate

17. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply
based
delivery
Showcasing
Impact
How CEM influence product
development?
EP LEAD
improve experience of our exchange participants, and let them realize the
leadership learning & growth derived from an exchange experience.

18. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply
based
delivery
Showcasing
Impact
How CEM influence product
development?
Partnership Delivery improvement:
Better understanding on roles and responsibility between sending and
hosting entity

19. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
What is the behavior that we must
have?
To serve

20. +
ASIA PACIFIC EXCHANGE AND
LEADERSHIP DEVELOPMENT SEMINAR 2013
“It’s not again about growth or
quality. It’s about growing through
quality”