- Clear understanding, efficient flow and customer centricity are objectives. The stages are attraction, consideration, value delivery, and brand advocacy. - Main bottlenecks identified are slow response times during the matching process, lack of logistical information provided, and inconsistent experiences between opportunities described and realities. - Customers noted positives like helpful hosting entities and opportunities for personal growth. Negatives included unclear processes, late or lack of preparation, insufficient support and communication, and projects not meeting expectations. - To improve the flow, representatives should gather more customer feedback, standardize information and support provided, speed up matching and communication, and ensure opportunities are accurately portrayed and satisfying. Focusing more on customers needs at each stage

1. Customer Flow

2. Objectives
-Clear understanding of the stages of Customer Flow.
-Understanding the main bottlenecks at which stages of the
customer flow.
- International Relations Role within Customer Flow.
-Customer Centricity & Putting the customer in the center of
what we do.

3. What is a Customer Flow?

4. Example of a customer flow

5. What makes a customerflow efficient?
Great Customer Service
Faster Way to get the
service

6. What makes a customer flow inefficient?
Bad Customer Service Slow processes

7. Customers

8. So what is our Customer Flow?

9. ATTR
ATTRACTION
CONS
CONSIDERATION
VALUE DELIVERY
VD
Brand ADVOCACY*
ADV
stranger visitor
Customer
Promoter
LEAD
Open In Progress Match
ReintegratedRealized Complete
Customer
Profile
Customer
Status
1 2
3 4
Customer
Flow Phase

10. S&S

11. Attraction
-Learn more about
AIESEC
-Understand how
they benefit his
personal goals.
-Check Credibility
-Convince Parents
VisitorStranger
-Make a Profile on OP
-Understand Application
Process
-Search for Suitable
Opportunities; Get as
much information about
Opp. as possible
-Apply
Consideration
In-Progress
-Take RB with sending Entity.
Accepted
-Search for
Opp.
Not Accepted
-Get Feedback
-End
Match
-Complete Formalities and Finalize
Details
-Start Preparation for the Program
-GTK Other Program/Project
Participants
-Book travel &
-Get Insurance/ Vaccination/ Visa Done
-Receive all possible logistical
information
-Iincluding crisis management
information (Crisis communication
channels and XPP clauses)
-Travel
Ideal Customer Flow

12. Value Delivery
-Understand & experience Host
Environment (Living & Work-Place)
-Work & Learn in the Org/Project
-Involved with International & Local
AIESEC Community; Engage with HE
activities
-Stay Connected back home | Share
stories and experience in real-time
-Experience culture and place
-Last Days: Reflect on learning and impact
created. Get Professional Feedback.
Realized Complete
Depart & Travel Back
-Share the Experience
-Provide Feedback
End AIESEC Take another
Program
Brand Advocacy
Re-Integrated
-GTK More Opportunities in AIESEC
-Proactively shares his/her experience |
Wants their social circle members to take
up the XP
-Signs Up for another program
Ideal Customer Flow

13. What kind of activities are done at
each stage?

14. Attraction
Offline Promotion
such as University
Stands, university
Events, Class shouts &
etc..
Online promotion
through Facebook
groups and LCs fan
pages.
IXP
Referrals (Friends)
VisitorStranger
Consideration
In-Progress
-Having Review Board.
-Choosing project within
country / LC partnerships
-Having a Skype meeting
with Hosting entity.
- Paying EP Fee
Approved
-Conducting OPs and preparing EPs for
travelling
-informing EPs about contacts within
Hosting Entity & sending entity.
-Contacting Hosting Entity to make sure
about preparation for hosting the EP.
-Contacting EPs to make sure they have
Visa & Flight tickets & insurance.
- Managing Visa issues cases.
- Phone Call / Email to EP
as a first contact.
- Giving brief information
to the EP about AIESEC
and Global Citizen &
inviting EPs for Review
Boards.

15. Value Delivery
- Contacting EPs to asses
their satisfaction within
their internship.
- Collecting promotional
materials from EPs.
- Managing cases sent by
EPs.
Realized Complete
Contacting and
inviting EPs to
attend
RIS.
Take a feedback
about their
internship
Brand Advocacy
Re-Integrated
-Conducting a re-
integration seminar.
-Offering EPs new offers
either to join AIESEC or
take another internship (
GCDP – GIP ).

16. Where is our main bottleneck?

17. Attraction In-Progress Match Realized
-Phone Calls
-Sending E-mails
-RB
-EPs looking for Opp on EXPA
-Sending Opp to EPs
-Calling EPs to apply for Opp
- Taking EP fees
- Calling EPs to attend Ops
- Organizing Opses
- Ensuring EPs buying
tickets, applying for Visa,
etc…
- Managing Cases
- Receiving Materials from
EPs

18. How can we fix that?

19. First We need to
understand our Customers….

20. Activity Time

21. What should we ask our customersabout?
-How did you get to know about AIESEC?
-What attracted you to take our opportunities?
-How was contact with AIESEC representative? --When did you get contacted after you applied?
-How was the Review Board?
-How was the process of finding a project and how do you assess it? How much time from finding the
opportunity until you got accepted in a project and you paid the program fee?
- What was difficult in the process and why it was difficult?
-What do you think needs to be improved in our processes?
-How was your outgoing preparation seminar?
-Did an AIESEC representative contact you during the experience and after you came back from your
Experience?
-Did your GC experience meet your expectations before travelling?
-What did you like about your experience?
-Would you recommend the experience for your friends ?
-From 1 to 10 how do you assess AIESEC Global Citizen volunteering experience?

22. Conclusions
-What our customers like about us?
- Support from hosting entity
- OPS was a good idea.
- The matching process was quick she was matched the same day she
applied.
- She gave for Hosting entity 10 and sending 2 because o OPs.
- He had a faster matching process.
- He really liked the contact from SE
- He give the project 8.
- She had a good contact with EP manager because it was her friend.
- They like that during GC they become part of the country not a tourist.
- She liked support from HE
- She gave 10 for the internship
- She went for GC to do something useful in her vacation.
- She didn’t have problem in contact because she was an AIESECer.
- She gave 9 to the internship.
- Contact with EP manager was good
- She gave 10 for SE, HE is 5.
- Her project helped her in improving her English Skills.
- She liked EXPA because of info that was there.
- She liked her project because she got exposed to different environment.
- She knew about AIESEC because of her friend, she decided to go
because she likes travelling.
- She gave SE 9.
-What customers didn’t like about us?
- She didn’t get info about logistics and practical information
more than attitudes during travelling.
- She needed support in documents.
- She got matched offline.
- She broke the contact after OPs.
- He didn’t get a reply after appyling on EXPA so he had to
contact HE by himself.
- Not clear information about of the project.(Dates, logistics,
Costs, Etc..)
- She didn’t like that she was left alone in finding the
opportunity on EXPA.
- The OPs was organized too late for her internship and the
info in OPs wasn’t enough.
- She didn’t have a contact with EP manager during
realization.
- She had a problem in different info in Jd than what she
actually did.
- She expected voulntering work more than self development.
- She didn’t get a reply after applying for Opportunitiy, so she
applied on facebook.
- She didn’t have Ops.
- She didn’t like difference between JD on expa and what she
actually did.
- She didn’t know about AIESEC before her GC.
- Meetings werent well prepared (RIS, OPs).
- She didn’t have an info session before getting matched.
- She didn’t like her project because it wasn’t prepared and
she had to prepare the materials by herself.
- She was looking for Opps by herself, she was matched in 1
month.
- She wanted to be called instead of E-mail after her internship
to tell about her story.

23. Based on Customers inputs how can
we improve our customer flow?

24. Sit in 2 Groups
Come up with one idea how to improve
our customer flow?
Activity

25. Sum up
Great Service for
Customers is a must
The faster way your
customers get the service
the more happy they are
Customer Flow needs
constant Development
based on Customer Needs.
You should always listen to
your Customers.
Work on Standards and
Satidfaction