2. Customer experience (CEM) is the sum of all
experiences a customer has with
a supplier of goods and/or services, over the
duration of their relationship with that supplier.
From
awareness, discovery, attraction, interaction,
purchase, use, cultivation and advocacy. It
can also be used to mean an individual
experience over one transaction; the
distinction is usually clear in context.
3. WHY CEM?
A company's ability to deliver an
experience sets it apart in the eyes of its
customers and serves to increase their
spend with the company
and, optimally, inspire loyalty to its brand.
4. 80% of businesses state that they
offer a great customer
experience. This is in great
contrast to the 8% of customers
who feel the same way- Howard
School of Business
Food for Thought
15. COMMUNICATION:
IT’S THE ONLY DISTANCE
• Replying to all emails/texts within 36 hours.
• If you’re forwarding the mail to someone. Ensure that
person follows up.
• If there is any problem, even a small one = immediately
communicate with the EP.
• Having regular feedback over you product.
17. 1 MAIL CAN SOLVE 100 PROBLEMS
Make a standard mail which is sent when the EP is matched. It
should include the following:
• L.C contacts ( including LCP and EB )
• Instructions after arrival to reach the trainee house.
• Pictures & information of the trainee house
• NPS and NCB information.
• Expectations: Your expectations from them and what they should
expect.
• Latest Costs relating to internship and accommodation.
• Instructions – Steps to take when facing a problem ( who to
contact).
• Instructions- All legal procedures and formalities relating to the
internship.
• City, culture and internship related general information.
19. BE LOGICAL. DO THE LOGISTICAL
Pick-up on time and give decent accommodation
• Engage your EPs in your LC activities.
• EPs should be told about the prices, rules and
regulations, travelling time from the house and its
location in advance (in standard mail).
• Defining proper communication channels.
20. LEADERSHIP
THE 1ST PERSON YOU LEAD IS YOURSELF
Make EPs responsible for their own Experiences
• Clearly give them the expectations you have from them.
• Ensure that they follow all procedures and policies they are
supposed to ( should be told before match). Otherwise
• You can cancel their certification
• Complain to their home entity
• Cancel their internship
• Grouping EPs into teams. Making leaders. Get things done
through leaders. ( TMP/TLP on exchange ).
• If they have a problem and they don’t tell you about it. Then
it’s not your problem. Ensure that they have that
expectation.
• Have feedback meetings.
22. UNDERSTANDING NPS
• It has 3 stages
-Matched: For all the EPs currently matched on the system.
-Realized: For EPs who are realized. This is sent while the EP is still
doing the internship.
-Completed: For EPs who have completed their internships.
The ratings:
• 9-10: Promoter
• 8: passive
• 0-7: Detractor
23. POINTERS
• The NPS is viewed by the MCPs, International AIESEC
entities and National Control Board Regularly.
• Never force any member/EP to fill false NPS. Any such
revelations could lead to strong action being taken by
NCB.
• The Measure of Success Delivery is a) Net Promoter Score
b) %Promoters c) Response Rate
