1. OC Global Passport – Spring 2014
AIESEC NEU Specialized Unit
CUSTOMER CENTRIC
CUSTOMER EXPERIENCE
MANAGEMENT

2. The Business School
‘Customer centricity’ focuses on
understanding customers’ needs and
preferences and on adapting a
company’s service delivery processes to
accommodate and satisfy those
preferences in order to enhance
customer loyalty—which results in
increased growth and profitability.

3. The Business School
Customer centric
vs.
Product centric?

4. The Business School
‘Customer centricity focuses’ on
understanding customers’ needs and
preferences and on adapting a
company’s service delivery processes to
accommodate and satisfy those
preferences in order to enhance
customer loyalty—which results in
increased growth and profitability.

5. ‘Customer Experience Management’
represents the discipline, methodology
and/or process used to comprehensively
manage a customer's cross-channel
exposure, interaction and transaction
with a company, product, brand or
service.
The Business School

6. AIESEC
Why do we become
a Customer centric
organization?

7.  What are our products?
 Who are our customers?
AIESEC

8. AIESEC
 AIESEC 2015?
MORE AND BETTER
EXPERIENCES

9. AIESEC
 Net Promoter Score (NPS)

10. AIESEC
Case open/Case
close
% of
Promoters
Response Rate
NS
 Being customer centric org is the main driver
for us to grow and achieve 2015
 We want to deliver more and better
experiences to more people  the promise of
AIESEC 2015
 Professional experience for TMP/TLP to learn
how to be customer centric

11. AIESEC
Case open/Case
close
% of
Promoters
Response Rate
NS
Customer Experience
Management

12. AIESEC
 Customer Experience Map
- Map your customer experience
Raise -> Match -> Realize..
- Evaluate the Customer Experience Map

13. AIESEC

14. AIESEC
 Net Promoter Score (NPS)
Our ability to respond rapidly and effectively to
customers in need.
Case open/Case
close
% of
Promoters
Response Rate
NPS

15. AIESEC
- AIESEC International will send NPS Survey
to Interns/EPs/TLP/TMP automatically.
- After sending the survey, after a few days, if
the receiver hasn’t filled the survey yet, AI will
automatically send Reminder again.

16. AIESEC
1. Match Survey
2. Realization Survey
3. Completion Survey

17. AIESEC
- Identify Promoter/Distractor
Issues
- Inform whole OC about the result
and issues.
- Talk directly to interns/EPs who
complain.
- Take action to improve situation.

18. AIESEC

19. AIESEC
Cultural
preparation
meeting or
event
Support by host
entity during the
experience
The selection
panel/interview
Integration into
local culture
Job description
aligned with TN
form
Key Detractor and Passive Issues -
iGCDP