CEM

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CEM

  1. 1. CEMWhat is CEM?
  2. 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. 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. 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
  5. 5. THE THREE PILLARS
  6. 6. Listen – actively seek and listen to customer and partner feedback
  7. 7. Respond – act on feedback.
  8. 8. Simplify – make it easier to do business with your organisation
  9. 9. HAVE SOME DRINKS. 
  10. 10. DO YOU THINK YOU ARE DELIVERING HIGH QUALITY EXPERIENCES?
  11. 11. CEM Delivery Sales Product
  12. 12. SALES
  13. 13. 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.
  14. 14. PRODUCT
  15. 15. 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.
  16. 16. DELIVERY
  17. 17. 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.
  18. 18. 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.
  19. 19. UNDERSTAND NPS Either its your best friend or worst enemy.
  20. 20. 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
  21. 21. 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

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