Standards in AIESEC, Quality at ITS best!

1. Standards
&
Satisfaction
NST iGCDP Service & Quality
Joel Astorga

2. During this session
•
•
•
•
•

3. What does Standard mean???

4. What does Satisfaction mean???

5. What’s
this
FOR?
Then we are
not delivering
our
If we are not meeting
OURStandards,
LEADERSHIP
DEVELOPMENT
PROMISE

8. #1 Visa and Work Permit

9. #2 Arrival Pick Up

10. #3 Departure Support

12. #4 Job Description

13. #5 Duration

14. #6 Working Hours

15. #7 First Day of Work

16. #8 Individual Goals

18. #9 Insurance

19. #10 Accommodation

20. #11 Basic Living Costs

22. #12 AIESEC Purpose

23. #13 Expectation Setting

24. #14 Preparation

25. #15 Host facilitated learning

26. #16 Home facilitated learning

27. Priorities…
-

28. Our IMPACT
Our PROCEDURES enable PEOPLE
– to make POSITIVE impact in Ecuador –
It allows them to know more about AIESEC and develop their
potential
to increase their
LEADERSHIP SKILLS.

30. Did you
notice
everything is
focused on
the students
side only?

32. Quality
means
Loyalty
NST iGCDP Service & Quality
Joel Astorga

34. What does QUALITY mean???

35. Why do we need this training?
Need a
proactive
approach
towards fire
fighting
Need
education &
trainings on
QM and
CEM
We want to
be a part of
GCPs in
AIESEC
Network
We are
ready to
CHANGE!

37. You may be wondering what’s the CEM?
“Customer experience management (CEM or CXM) is a
strategy that focuses the operations and processes of a
business around the needs of the individual customer.”
Therefore, CEM means to listen to the customers and
take action about their needs
Why do we
need it on
our
exchange
operations?
Customer
Satisfaction
Product
Promotion
Customer
Loyalty
To inspire Loyalty in our Customers,
making them Promote our Product.

38. How can I develop my own CEM?
There are 5 simple steps to start thinking of developing
your own CEM:

39. Tools
for
each
stage:

40. Tools
for
each
stage:

41. Tools for each stage:

42. Implementation phase of CEM into my entity?
To help us apply Customer Experience Management
(CEM) to our entities, we have these two applications:
Behaviors (Customer Centricity) & Tools (NPS).

43. What’s the Customer Centricity?
Customer Centricity (CC) is an action of putting your
customer’s satisfaction in the center of your
operations. CC is not only a strategy but a behavior
where you care more about your client.
Because our objective here is to make them SATISFIED,
turning their loyalty into AIESEC.

44. Net Promoter Score
Net promoter score (NPS) is a management tool used to measure the
loyalty of an organization’s customers. NPS has a score. This score
measures the loyalty of the customers, based on their evaluation
about the questions.
NPS is based on the fundamentals that organization’s customers can
be divided into three categories, and is calculated using two of them,
as below:

45. NPS excludes the passives and then measure
your “success” according to this image.
1-6 Detractors: This is a very unsatisfied customer and he probably will
detract the organization.
7-8 Passives: They do not have complains but also did not fall in love,
so they will not promote or detract.
9-10 Promoters: those one had their “life changing experiences”. They
are amazed with the product and probably will promote it, because
they wants more people to live that experience.
An NPS above 50 is excellent. In addition, a NPS score of zero is very bad,
because it means you have more detractors than promoters.

47. What’s the Customer loyalty?

48. What’s the Customer loyalty?

49. DA Plan!

50. FINALLY… to conclude…
• Know your customers priorities and place them at the center of your CEM
• Declare early and clearly what we as AIESEC stand for
• If you are changing direction, take your existing customers with you. Guide
them through your road map and lay out the new customer journey. For TN
Takers
• From day 1– effective CEM is a pathway to commitment.
• Welcome and facilitate competitive comparison
• Be decisive – if something is not working – change it quickly (FF)
• Use data-driven (NPS) decision making and be creative
• Keep listening – be prepared to build and involve a customer community.

51. THANK YOU!
“Do small things with
great LOVE”
Mother Teresa