Understanding our experiences

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Understanding our experiences

  1. 1. +UnderstandinUnderstanding Ourg OurExperiencesExperiences
  2. 2. n1. Understanding how to deliverbetter customer experiencesn2. Get to see our current realityn3. Actions for CEM IMPROVEMENT!Objectives
  3. 3. Our Impact:Our Impact:
  4. 4. ANDANDPower of
  5. 5. To refresh the world...To inspire moments ofoptimism and happiness...To create value and makea difference.
  6. 6. Who areOUR CUSTOMERS?StudentsYoung peopleCorporatesNGOsNon- profitsCommunities
  7. 7. PROMOTER
  8. 8. Let’s check otherorganizations!
  9. 9. From zero to 1.2 billion in 10 yearsFrom the online shoe shop to bestcustomer service companyAlways delivering their promiseEvery customer matters
  10. 10. Case 1video
  11. 11. EMPATHYListen = understand = care
  12. 12. That’s why we have…
  13. 13. FOR CEM!GLOBALSTRATEGIES
  14. 14. How would you measurequality?
  15. 15. Net Promoter ScoreMOS
  16. 16. NetPromoterScore1 2 3 4 5 6 7 8 9 10DetractorsPromotersPassive
  17. 17. Our ability to respond rapidly and effectively tocustomers in need.NetPromoterScoreFire-FightingHow “engaged” are ourcustomers with AIESEC?Response RateHow good are we atcreating powerfulexperiences?% of Promoters
  18. 18. What does the system look like?
  19. 19. Customer Experience ManagementManaged by AIESECInternational!At alllevels!Where the actionhappens!
  20. 20. "For the things we have to learn before wecan do them, we learn by doingthem„ (Aristotle)Remember, we are all in ELD phase!‘E’ - means, experiential!
  21. 21. SurveysSurveys
  22. 22. EquilibrateWhatwedeliverWhat theclient isexpecting
  23. 23. DetractorPromotersPassivesChallengesNon client
  24. 24. DetractorPromoterPassivesChallengesNon client
  25. 25. What will MCs do about CEM• National Education• Reporting to AI / National Plenary / External Stakeholders / BoA• Integration in operations: Incentives & Reporting• Story telling! (Success of LCs + Impactful Experiences)Drive National ProgrammeStrategies & Processesimprovement by:•Addressing key detractorsissues•Understanding keyreasons behind promotersCommunicate CEM in:•Outgoing PreparationSeminars•Customer Incentivesto replyAuditing & TrackingLCs actionsOverall%%PromotersPromotersResponseResponseRateRateCasesCasesClosed /Closed /CasesCasesOpenOpenNPS
  26. 26. • Local Education• Reporting to MC / Local Plenary / External Stakeholders / BoA• Story telling! (Impactful Experiences)What will LCs do about CEMDrive National ProgrammeStrategies & Processesimprovement by:•Addressing key detractorsissues•Understanding keyreasons behind promotersCommunicate CEM in:•Outgoing PreparationSeminars•Customer Incentivesto replyAuditing & TrackingLCs actionsOverall%%PromotersPromotersResponseResponseRateRateCasesCasesClosed /Closed /CasesCasesOpenOpenNPS
  27. 27. Our ability to respond rapidly and effectively tocustomers in need.NetPromoterScoreFire-FightingHow “engaged” are ourcustomers with AIESEC?Response RateHow good are we atcreating powerfulexperiences?% of Promoters

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