Standards

&Satisfaction

NST iGCDP Service & Quality

Joel Astorga

During this session

•

•

•

•

•

What does Standard mean???

What does Satisfaction mean???

What’s

this

FOR?

Then we are not delivering

our.

If we are not meeting

OUR Standards,

LEADERSHIPDEVELOPMENTPROMISE

#1 Visa and Work Permit

#2 Arrival Pick Up

#3 Departure Support

#4 Job Description

#5 Duration

#6 Working Hours

#7 First Day of Work

#8 Individual Goals

#9 Insurance

#10 Accommodation

#11 Basic Living Costs

#12 AIESEC Purpose

#13 Expectation Setting

#14 Preparation

#15 Host facilitated learning

#16 Home facilitated learning

Priorities…

-

Our IMPACT

Our PROCEDURES enable PEOPLE

– to make POSITIVE impact in Ecuador –It allows them to know more about AIESEC and develop their

potential

to increase their

LEADERSHIP SKILLS.

Did you

notice

everything is

focused on

the students

side only?

Quality

meansLoyalty

NST iGCDP Service & Quality

Joel Astorga

What does QUALITY mean???

Why do we need this training?

Need a

proactive

approach

towards fire

fighting

Need

education &

trainings on

QM and

CEM

We want to

be a part of

GCPs in

AIESEC

Network

We are

ready to

CHANGE!

You may be wondering what’s the CEM?

“Customer experience management (CEM or CXM) is a

strategy that focuses the operations and processes of a

business around the needs of the individual customer.” Therefore, CEM means to listen to the customers and take action about their needs

Why do we

need it on

our

exchange

operations?

Customer

Satisfaction

Product

PromotionCustomer

Loyalty

To inspire Loyalty in our Customers, making them Promote our Product.

How can I develop my own CEM?

There are 5 simple steps to start thinking of developing

your own CEM:

Tools

for

each

stage:

Tools

for

each

stage:

Tools for each stage:

Implementation phase of CEM into my entity?

To help us apply Customer Experience Management

(CEM) to our entities, we have these two applications:

Behaviors (Customer Centricity) & Tools (NPS).

What’s the Customer Centricity?

Customer Centricity (CC) is an action of putting your

customer’s satisfaction in the center of your

operations. CC is not only a strategy but a behavior

where you care more about your client.

Because our objective here is to make them SATISFIED,

turning their loyalty into AIESEC.

Net Promoter Score Net promoter score (NPS) is a management tool used to measure the

loyalty of an organization’s customers. NPS has a score. This score

measures the loyalty of the customers, based on their evaluation

about the questions.

NPS is based on the fundamentals that organization’s customers can

be divided into three categories, and is calculated using two of them,

as below:

NPS excludes the passives and then measure

your “success” according to this image.1-6 Detractors: This is a very unsatisfied customer and he probably will

detract the organization.

7-8 Passives: They do not have complains but also did not fall in love,

so they will not promote or detract.

9-10 Promoters: those one had their “life changing experiences”. They

are amazed with the product and probably will promote it, because

they wants more people to live that experience.

An NPS above 50 is excellent. In addition, a NPS score of zero is very bad,

because it means you have more detractors than promoters.

What’s the Customer loyalty?

What’s the Customer loyalty?

DA Plan!

FINALLY… to conclude…

• Know your customers priorities and place them at the center of your CEM

• Declare early and clearly what we as AIESEC stand for

• If you are changing direction, take your existing customers with you. Guide

them through your road map and lay out the new customer journey. For TN

Takers

• From day 1– effective CEM is a pathway to commitment.

• Welcome and facilitate competitive comparison

• Be decisive – if something is not working – change it quickly (FF)

• Use data-driven (NPS) decision making and be creative

• Keep listening – be prepared to build and involve a customer community.

THANK YOU!

“Do small things with

great LOVE”

Mother Teresa