understanding our experiences
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++Understanding Understanding
Our Our ExperiencesExperiences
n1. Understanding how to deliver
better customer experiences
n2. Get to see our current reality
n3. Actions for CEM
IMPROVEMENT!
Objectives
Our Impact:Our Impact:
ANDANDPower of
To refresh the world...
To inspire moments of optimism and happiness...
To create value and make a difference.
Who are OUR CUSTOMERS?
Students
Young people
Corporates
NGOs
Non- profitsCommunities
PROMOTER
Let’s check other organizations!
From zero to 1.2 billion in 10 years
From the online shoe shop to best customer service
companyAlways delivering their promise
Every customer matters
Case 1video
EMPATHYListen = understand = care
That’s why we have…
FOR CEM!
GLOBAL
STRATEGIES
How would you measure quality?
Net Promoter Score
MOS
Net Promoter
Score
1 2 3 4 5 6 7 8 9 10
DetractorsPromoters
Passive
Our ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Fire-Fighting
How “engaged” are our customers with AIESEC?
Response Rate
How good are we at creating powerful
experiences?
% of Promoters
What does the system look like?
Customer Experience Management
Managed by AIESEC International!
At all levels!
Where the action happens!
"For the things we have to learn before we can do them, we learn by doing them„ (Aristotle)
Remember, we are all in ELD phase! ‘E ’ - means, experiential!
SurveysSurveys
Equilibrate
Wha
t we de
liver
What the client is expecting
DetractorPromoters
Passives
Challenges
Non client
DetractorPromoter
Passives
Challenges
Non client
What will MCs do about CEM• National Education• Reporting to AI / National Plenary / External Stakeholders /
BoA• Integration in operations: Incentives & Reporting• Story telling! (Success of LCs + Impactful Experiences)
Drive National Programme Strategies & Processes improvement by:•Addressing key detractors issues•Understanding key reasons behind promoters
Communicate CEM in:•Outgoing Preparation Seminars•Customer Incentives to reply
Auditing & Tracking LCs actions
Overall
% % PromotersPromoters
ResponsResponse Ratee Rate
Cases Cases Closed / Closed / Cases Cases OpenOpen
NPS
• Local Education• Reporting to MC / Local Plenary / External Stakeholders /
BoA
• Story telling! (Impactful Experiences)
What will LCs do about CEM
Drive National Programme Strategies & Processes improvement by:•Addressing key detractors issues•Understanding key reasons behind promoters
Communicate CEM in:•Outgoing Preparation Seminars•Customer Incentives to reply
Auditing & Tracking LCs actions
Overall
% % PromotersPromoters
ResponsResponse Ratee Rate
Cases Cases Closed / Closed / Cases Cases OpenOpen
NPS
Our ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Fire-Fighting
How “engaged” are our customers with AIESEC?
Response Rate
How good are we at creating powerful
experiences?
% of Promoters