gcdp experience
DESCRIPTION
TRANSCRIPT
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Maximizing GCDP Experience!
Maximizing GCDP Experience!
Maximizing GCDP Experience!
Maximizing GCDP Experience!
Maximizing GCDP Experience!
Maximizing GCDP Experience!
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
It’s GCDP time!
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
MORE and BETTER while
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
We realized 17614 unique experiences in 2012
2012 goal achievement:
95% EP Re NPS:
46+3927 abs growth from 2011
+27 % rel growth from 2011
AP Contribution:
37%
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Last year…
14% detractor
s
59% promoters
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Last year…
2,465 detractor
s
10,392 promoters
Growth Quality
&
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
MORE and BETTER while
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Customer Experience Management for GCDP
Because we care!
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Our Customer XP is like a…
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
We are their compass!
Direction:
As many experiences which create PROMOTERS!
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
GCDP Issues
Top Promoters Issues – Matched: 1. Selection
panel/Interview2. Education about
AIESEC xp 3. Communication by
Host LC
Top Detractors Issues – Matched:4. Communication and
clarity about the process
5. Communication by Host LC
6. Education about AIESEC activities
Top Promoters Issues – Realized: 1. Integration into the
local culture2. Job description clarity3. Cultural preparation
meeting or event
Top Detractors Issues – Realized:4. JD aligned with TN
form5. Integration into the
LC6. Resource/contact
sharing for cultural preparation
Top Promoters Issues – Completed: 1. Support by host entity
during the experience2. Reintegration – space
to share exp.3. Personal Development
plan
Top Detractors Issues – Coompleted:4. Support by host entity
during the xp 5. Personal Development
plan6. Visible impact of the
project/organization
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Programme Planning Framework
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply based
delivery
Showcasing
Impact
Customer Experience Management
Customer Experience Management
ICX
OG
X
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply based
delivery
Showcasing
Impact
How CEM influence product development?
Issue Segmentation
• JD clarity • Higher matching rate
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply based
delivery
Showcasing
Impact
How CEM influence product development?
EP LEAD
improve experience of our exchange participants, and let them realize the leadership learning & growth derived from an exchange experience.
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
Segment
Market
Customized
Product
Marketing
Channel
Focused
Sales
Supply based
delivery
Showcasing
Impact
How CEM influence product development?
Partnership Delivery improvement:
Better understanding on roles and responsibility between sending and hosting entity
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
What is the behavior that we must have?
To serve
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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013
“It’s not again about growth or quality. It’s about growing through quality”