AIESEC US Customer Loyalty for Organizations Plan

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From the 100 Days Challenge, AIESEC United States has gained key insights into their customers' needs, and they have clear actions to improve their partner retention and create more leadership experiences!

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AIESEC US Customer Loyalty for Organizations Plan

  1. 1. CUSTOMER LOYALTY IN AIESEC USA What have we learned so far?
  2. 2. Based on your experience, how likely are you to recommend AIESEC’s Global Internship Programme to someone in your network? *on a scale of 1-10
  3. 3. WHAT AREAS DO YOU RECOMMEND MOST? Professionalism of AIESEC Representatives 35%  Fulfillment of responsibilities on time, effectively  Understanding company needs Logistical Support Upon Trainee Arrival 29%  Trainee accommodation provided by AIESEC
  4. 4. WHAT AREAS SHOULD BE OUR HIGHEST PRIORITY FOR IMPROVEMENT? Visa Documents and Information 18%  Not in line with expectations set Communication Effectiveness with AIESEC 18%  Irregularity of communication  Poor clarity or communication of process Information Given on Global Internship Programme 12%  Unclear process explanation or timeline  Inaccurate profile of trainees AIESEC provides
  5. 5. HOW LIKELY ARE YOU TO PARTICIPATE AGAIN? 29% Definitely Will 41% Probably Will
  6. 6. NEXT STEPS 1. 2. 3. Collect more customer input Utilize current customer input for product and process improvement Plans for increasing engagement of current partners with AIESEC
  7. 7. GATHER CUSTOMER INPUT  Target specific LCs and follow up weekly  SJ  Arizona  Illinois  LCs have until Thanksgiving to reach out to partners  NST + MC will contact all partners who have not submitted feedback by that point
  8. 8. UTILIZE CURRENT CUSTOMER INPUT 1. Release project update to national plenary 1. Include: successes, bottlenecks, insights 2. Video Testimonial Collection to mobilize promoters 3. Provide LCs with a referral framework to mobilize promoters 4. Create an AD Account Manager Certification process. Every account manager must pass the following trainings: 1. 2. 3. J-1 Visa Delivery Process Partnership Management 5. Change to US ER Principles: Partners must be met with once a quarter according to CRM. If not, LC loses partner after two quarters and contract is re-allocated to another LC 6. Re-vamping website content for companies 1. Clearly lay out process online
  9. 9. INCREASE ENGAGEMENT WITH AIESEC  Have EPs (at NPM) write thank you letters to our partners for creating exchange experiences and include these in our Christmas Cards  Send a letter to all our detractors/passives in January with “AIESEC New Years Resolution-Our Commitment to our Partners” addressing the top areas of improvement that were identified and what AIESEC US did in Q4 to address them  Signed by MCP and LCP

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