11. Right person should have been targeted
Student’s needs and wants should have
been considered
Emails should have a 24 hour response
time for fast, reliable support
What can be done?
12.
13.
14. Members need to have the right sales
training
Members need to understand the
product they are selling, and the
value and benefits
What can be done?
15.
16.
17. Clear expectations with the EP
regarding projects (from the very
start!)
Take care and build rapport with the
EP
What can be done?
WHAT ABOUT MEMBERS?
18. Clear expectations with members
regarding commitment (from the
very start!)
Take care and support each other!
What can be done?
19.
20.
21. Fast-delivery for a reliable process
Adequate research to ensure the
customer will be safe and will enjoy
their experience
What can be done? - EPs
22. Fast-delivery for a reliable process
Adequate research to ensure the
customer have what the right person
for the job
What can be done? - TNs
23.
24.
25. Support EP experiences through constant
and effective communication
Fast firefighting and problem-solving
Being responsible for your actions
Reintegration and/or offer post-exchange
support
What can be done?
32. • Customer-centricity is about every team
and individual in the organisation, not just
customer service
• It is a journey, not a sprint
33. Your promise – 3 steps
1
• Write down your promise to help your LC deliver high
quality customer experience
2
• Let the person sitting next to you take a picture of you
holding your promise
3
• Follow up on each other on May 18th – have you
delivered on your promise?
Editor's Notes
How do you feel?In AIESEC, we always talk about the impact we want to make. About the leaders we are developing and the positive impact we are making on society by facilitating exchange.The question is, are we actually providing valuable experiences?And if we’re not, what’s the point? Why are any of us here today if AIESEC doesn’t provide value to us, and those around us?
What just happened?How could we have done things differently?
Part 1
Who is responsible? OGX, MAC
What can be done?SolutionTargeting the right person because we care about giving the right experience to the right person – not just to anyone. (Hand Michael a correct poster)We need to listen to our customer - ~~Replying to an email might be something very small for you and you forget it easily, but for your customer, that’s one of the few ways through which they perceive you. Even if they do not end up taking the product, this is about a reliable brand.
Part 2
Who is responsible? ICX, TM
What can be done?
Part 3
Who is responsible? OGX, (VPs?)
What can be done?
What can be done?
Part 4
Who is responsible? OGX, ICX
What can be done?
What can be done?
Part 5
Who is responsible? OGX, ICX, TM, FN
What can be done?- Close off experience to make the most out of their exchange
Why does anorganisation exist? What is the purpose of why these organisations exist?
Therefore, if we do not provide value to customers, then why do we exist?
We believe in AIESEC’s model of delivering leadership development experiences – exchange. And we are proud that this is something that creates a positive impact on society.However, the exchange experience itself wouldn’t be so meaningful if we did not care about our customers throughout each single step. The value we want to create would be significantly compromised.If the value we want to create is compromised, the competitiveness and sustainability of AIESEC will also be compromised.Because an organization exists as it provides value to the market.
And this means, we need to start viewing everything we do as what VALUE can we give to the customer.EVERYTHING IS ABOUT THE CUSTOMER!!!!
Customer loyalty – EPs, TNs, partners and membersWe treat our customers in the way how we want to be treated ourselves.Customer loyalty – the most effective channel has been proved to be word of mouthIf CEM is something that we have missed previously, how much potential can we unlocked simply by caring about our customers – how many more EPs can we provide experience to, how many TNs can we maintain partnership with.
Listen to customer needs and provide value to them. If we do not offer what they want, then that is okay!’Always deliver on your promises to the customer (Do not make false promises).
Everyone in the LC should be contributing to CEM, not just FN or front office portfolios.It reflects on not just the quality of customer service, but the spirit and mindset of the entire organization.CEM is not something you should focus on, score high then ignore. It is a long term process. It is a mindset that should be instilled in every individual.
