Customer Experience Management - Exchange Participants

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Customer Experience Management Outgoing Exchange Incoming Exchange AIESEC Poland NPS Net Promoter Score

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Customer Experience Management - Exchange Participants

  1. 1. Customer Experience Management Exchange Participant
  2. 2. Your Facis: Grzegorz Kłudczyński  Born and raised in Pruszków  Joined in 2009, LC Warszawa SGH  OC, OCVP and OCP of Career Days  LCVP TM  LCP  your MCVP iGCDP   Values vision, because long term perspective can give useful tips for what should be done now.
  3. 3. Your Facis: Ana Sofia Espejo de la Puente  From Lima, Peru  Joined in 2010, OGX  LCVP OGX AIESEC Lima 2011  Local Training Team Chair 2012  NST OGX 2012  MCVP OGX GCDP 2012-2013  FACI ILC Panama 2013  Your MCVP oGCDP   Values perseverance, stay true and believe in yourself so you will have no limits to reach your ambitions, never settle, take risks and overcome your challenges with a smile! It’s all about attitude! :D <3
  4. 4. Agenda of the session: • Role Play • Overview of customer inputs • Action steps towards EP’s needs • Flow of customer experience management • Business examples of CEM
  5. 5. Who likes babies?
  6. 6. Who likes cute babies?
  7. 7. Who likes sweet babies?
  8. 8. We are going to take care of babies 
  9. 9. Happy babies 
  10. 10. Crying babies 
  11. 11. What do babies need? Food Drinks Sleep Fun Attention Love
  12. 12. EP’s are also babies!
  13. 13. Happy EP’s 
  14. 14. Crying EP’s 
  15. 15. What do EP’s need? Food Accomodation Integration Cultural experience Sightseeing Information
  16. 16. Tough choice ...
  17. 17. Don’t worry 
  18. 18. oGCDP Likes • Information provided about GCDP program • Matching support • Communication effectivity during acceptance procedure • The selection process • Induction to AIESEC Dislikes • Communication effectivity during acceptance procedure • Visa documents and information • The selection process • Matching support • Information provided about the GCDP programme
  19. 19. oGIP Likes • Cross-cultural understanding & awareness • Job-description clarity and alignment • Intergration by the hosting entity • Communication effectivity during acceptance procedure Dislikes • Communication effectivity during acceptance procedure • AIESEC’ support during the experience • Visa documents and information • Job-description clarity and alignment
  20. 20. iGCDP Likes • Cross-cultural understanding & awareness • Information provided about the GCDP programme • Personal development • Communication effectivity during acceptance procedure Dislikes • Communication effectivity during acceptance procedure • AIESEC’ support during the experience • Logistical support • Visa documents and information • Job-description clarity and alignment
  21. 21. iGIP Likes • Cross-cultural understanding & awareness • Communication effectivity during acceptance procedure • Professional development • AIESEC’ support during the experience Dislikes • AIESEC’ support during the experience • Professional working environment • Job-description clarity and alignment • Integration by the hosting entity
  22. 22. Division!
  23. 23. Recommendations for ICX • Constant communication with EP – Checking if everything is ok – Informing in advance about what is going to happen – Informing about any changes – Plan the communication with EP
  24. 24. Recommendations for ICX • Always be ready to react – React when EP needs it – Be prepared for most common cases – Have the capacity for urgent reaction for EP needs
  25. 25. Recommendations for ICX • Reception and integration – Plan EP integration with LC – Engaging host families – Integration with students from schools – Show Polish culture (travelling, seighseeing, museums, teach Polish langauage)
  26. 26. Recommendations for OGX Before Exchange – Always be accesible and willing to help – Fulfill recruitment process as promised – Informing in advance about what is going to happen and if there are changes – Be open to answering questions – Plan the communication and tracking with EP – Be supportive during the process – Informing and preparing for exchange – Be flexible and motivating
  27. 27. Recommendations for OGX During Exchange – Maintain contact and support with the EP – Maintain contact with TN Manager – React when EP needs it – Be prepared for most common cases – Have the capacity for urgent reaction for EP needs
  28. 28. Customer Experience Flow Recruitment Raising Matching Realization Evaluation GTK @ App lica tion Acc ept anc e poli cies Pre - mat chi ng Ma tchi ng Visa /deli very /pre para tion Rea liza tion Foll ow up Eval uati on Re- inte grat ion Customer Experience Hosting Entity Sending Entity Sending Entity & Hosting Entity Sending Entity & Hosting Entity Sending Entity Awareness of X conditions and details Connection between EP and HE Self reflection about impact and relevance by EP Matching Realization & Follow up Evaluation
  29. 29. We need to be aware of what is happening to make sure we react on time. It’s better to anticipate! Minimum quality standards but always striving for more.
  30. 30. Let’s think! What is my LC doing? Are we servicing the best we can? Are we doing anything about it? How can we make it better?
  31. 31. Activity Analyze the current situation of your LC and how can you improve the quality of your service and experiences. NOW IDEAL ACTIONS ICX OGX
  32. 32. Our EP’s are our “free” promoters To be relevant and trust-worthy by stakeholders No credibility Bad quality = bad PR Why is CEM so important?
  33. 33. Top 3 businesses with according to “2012 Customer Service Hall of Fame”: #3: Apple #2: Google #1: Amazon Secret: constant change and adaptabiliy to customer’s new needs Even the most recognized businesses work with CEM!
  34. 34. Amazon
  35. 35. Our version? NPS!!!
  36. 36. Outcomes! What you have done is your ACTION PLAN to always improve your CEM for EP’s From now on it’s YOUR RESPONSIBILITY to give EP’s the best experience possible by including servicing in your processes
  37. 37. Good is not good enough! NPS is our platform To have constant feedback And strive to be better Let’s use it wisely!
  38. 38. REMEMBER Young people like us Are living these experiences And it depends on us The positive impact they have. We have to work as both sending and hosting entities To assure the best experiences we can offer to our youth.
  39. 39. So let’s make our babies happy! Thank you!

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