The Reality of Our

Customer Loyalty

Quick Recap

NPS CEM Customer Loyalty

The Ultimate Question

NPS = Promoters - Detractors

Responses

0 1 763 84 102 5 9

Detractors Passives Promoters

MoS and KPIs

National Reality

Engagement Standards Actions

Engagement

ISSUES:

- Lack of Customer Centric Culture within Entity in terms of Education and showcasing.

- Communicating our Customer Centric Culture with our Stakeholders

- Building a meaningful conversation with our stakeholders

Standards

ISSUES:

- Lack of standard procedures dealing with our Detractors

- Unclear Exchange Policies and Minimum Requirements communicated to stakeholders

- Lack of Standard Reporting and Analysis

- Lack of standard CEM Procedures within Entities.

Actions

- Lack of standard procedures dealing with our Detractors

- Unclear Exchange Policies and Minimum Requirements communicated to stakeholders

- Lack of Standard Reporting and Analysis

ISSUES:

How can we drive the right behaviors to drive customer centricity within our Entities?

Education and Culture

Operations and Standards

Culture has to engage everyone involved with your entity: - Members and Leaders- EPs/Interns- Partners

Customer Loyalty is the Goal

Connect CEM to the CoW and to your Entity’s Growth

12

3

Education and Culture

Showcase your Promoter Experiences3

How can my entity ensure building the right Culture and Education?

To your Members: 1. Communicate the WHY 2. EPs / Interns Stories Sharing3. PD/PI Contributing to Growth 4. Value of Promoters contributing to Growth5. Monthly exposure of Data

Channels: 1. LC Meetings2. Local Conferences3. Virtual Spaces (Online internal Campaigns)4. Newsletters

To your EPs/Interns/Partners: 1. Communicate how AIESEC adapts CEM to enhance their

Experiences 2. Help them understand the NPS and the Survey

(EPs/Interns)3. Build a platform for easy conversation with your

stakeholders.

Channels:1. Integration Seminars2. Expectation Setting Meetings3. Virtual Spaces (Facebook Group)

Education and Culture

Mapping a Customer Journey1

Experience Minimum Requirements2

Empowering Frontline3

Managing Detractors and Promoters5

Effective Firefighting 4

Operations and Standards

But First, Do we know our Responsibilities?

Entity Side

- EP Lead Delivery and Logistical Support(Check In)

- Re Integration Seminar- Improvement of OGX

product & processes based on customer feedback

- Improvement of ICX product & processes based on customer feedback

- OPS - Introducing EPs to AIESEC- Logistical support of EPs

for the internship- Preparation Webinars- Expectations setting on JD

- Assure Response Rate of the realized experiences

- Assure Response Rate of the completed experiences

- Attend NPS Webinars- Implement NPS Culture- Assure Response Rate of

the matched experiences

Post - ExchangeExchange

NPS

Pre- Exchange

C o - d e l i v e r y F l o w

Opera

tions

homeHOST

Providing more and better experiences.

Concrete Way to do

Cooperation

Home & host responsibility

sharing

Focus on theDevelopment of intern/EP

Role of NCB

Education and Consultancy

Quality Procedures and

Exchange Guidelines

Case Management