understanding our experiences
DESCRIPTION
TRANSCRIPT
![Page 1: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/1.jpg)
++Understanding Understanding
Our Our ExperiencesExperiences
![Page 2: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/2.jpg)
n1. Understanding how to deliver
better customer experiences
n2. Get to see our current reality
n3. Actions for CEM
IMPROVEMENT!
Objectives
![Page 3: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/3.jpg)
![Page 4: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/4.jpg)
Our Impact:Our Impact:
![Page 5: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/5.jpg)
![Page 6: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/6.jpg)
ANDANDPower of
![Page 7: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/7.jpg)
![Page 8: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/8.jpg)
![Page 9: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/9.jpg)
![Page 10: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/10.jpg)
To refresh the world...
To inspire moments of optimism and happiness...
To create value and make a difference.
![Page 11: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/11.jpg)
![Page 12: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/12.jpg)
Who are OUR CUSTOMERS?
Students
Young people
Corporates
NGOs
Non- profitsCommunities
![Page 13: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/13.jpg)
![Page 14: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/14.jpg)
PROMOTER
![Page 15: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/15.jpg)
Let’s check other organizations!
![Page 16: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/16.jpg)
![Page 17: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/17.jpg)
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
![Page 18: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/18.jpg)
Case 1video
![Page 19: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/19.jpg)
![Page 20: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/20.jpg)
![Page 21: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/21.jpg)
EMPATHYListen = understand = care
![Page 22: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/22.jpg)
That’s why we have…
![Page 23: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/23.jpg)
FOR CEM!
GLOBAL
STRATEGIES
![Page 24: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/24.jpg)
![Page 25: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/25.jpg)
How would you measure quality?
![Page 26: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/26.jpg)
Net Promoter Score
MOS
![Page 27: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/27.jpg)
Net Promoter
Score
1 2 3 4 5 6 7 8 9 10
DetractorsPromoters
Passive
![Page 28: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/28.jpg)
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
![Page 29: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/29.jpg)
What does the system look like?
![Page 30: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/30.jpg)
Customer Experience Management
Managed by AIESEC International!
At all levels!
Where the action happens!
![Page 31: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/31.jpg)
"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!
![Page 32: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/32.jpg)
SurveysSurveys
![Page 33: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/33.jpg)
Equilibrate
Wha
t we de
liver
What the client is expecting
![Page 34: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/34.jpg)
DetractorPromoters
Passives
Challenges
Non client
![Page 35: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/35.jpg)
DetractorPromoter
Passives
Challenges
Non client
![Page 36: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/36.jpg)
![Page 37: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/37.jpg)
![Page 38: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/38.jpg)
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
![Page 39: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/39.jpg)
• 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
![Page 40: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/40.jpg)
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
![Page 41: Understanding our experiences](https://reader033.vdocuments.net/reader033/viewer/2022061212/5495d6aeb47959514d8b4e5f/html5/thumbnails/41.jpg)