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Customer Loyalty for Students Steering Team – November 2013 Rotterdam, the Netherlands
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Transcript of 10282685 cls -_all_sessions_in_one

  • 1. Customer Loyalty for Students Steering Team November 2013 Rotterdam, the Netherlands

2. Customer Loyalty for Students Intro Steering Team November 2013 Rotterdam, the Netherlands 3. 1st Challenge: Delivering on our purpose depends upon our ability to deliverquality leadership development in every experience 4. We promise to put our people first, and we wont accept anything less 5. 2nd challenge: Delivering on our purpose depends upon our ability to scale up and providemore experiences than ever before 6. 20122015 7. The Experiences We Deliver Today 8. Safety 9. SafetyStandards 10. SafetyStandardsSatisfaction 11. We Dont Care Because We Dont Understand Current Reality: No safety policy or prevention measures exist globally Increase amount of assaults, deportation, arrests, injuries, deaths..etc. Our membership are not able to act proactively or reactively towards safety measures.Safety 12. We Dont Fulfill Because We Dont Know Current Reality: No clear analysis or measures of delivery of the StandardsOne of the main reasons of why we have unsatisfied customers Membership are not clear with what are the standards and why is it important to fulfill themStandards 13. We Dont Improve Because We Dont Listen Current Reality: We are not growing our NPS score which means that we are still unable to take our customer seriouslyEntities are not improving based on customer feedback and unclear about how Entities dont even log-in or are familiar with their NPS scoreSatisfaction 14. SafetyStandardsSatisfaction 15. Ensuring that the programs that we provide to our students are:We ensure the safety of our participants and that our membership is aware on how to act to prevent and react with SafetyWe ensure that all our students have the experiences that meet the standards set and that every member delivers on thatWe ensure that we are listening to customers to have a better customer experience management for higher satisfaction 16. CLS Plan for 2013/2014SafetyStandardsSatisfactionInternational SOSStandards DefinitionCulture BuildingInsuranceMeasuring & tracking standards deliveryNetwork EducationSafety Policy & GuidanceICB role and evolutionGlobal CEM Improve systems 17. SafetyStandardsSatisfactionWe Dont Care Because We Dont Understand We Dont Fulfill Because We Dont Know We Dont Improve Because We Dont Listen 18. SafetyStandardsSatisfactionWe Care Because We Understand We Fulfill Because We Know We Improve Because We Listen 19. CLS Part I: Safety We dont care because we dont understand 20. Imagine you are meeting an EP that just got matched and is exited about going abroad for the first time in his life. He does not know much about the culture and the reality of the country he goes to and is not sure about his safety. But as he is young motivated and exited he wants to go anyway and thinks he will figure out and AIESEC will anyways help him. What do you think he can rely on? 21. Duty of Care As provider of programs that sends students abroad we have to take certain measures to fulfil our duty of making our customers aware of what situation they are getting into and what they need to do and how we help them From analysing our NPS comments we see that this is not always the case and that often EPs are in unsafe conditions while they are abroad 22. AIESECSafety 23. What we plan to do Have a professional partner to ensure safety standards and support in our exchange programmes Ensuring every EP has a travel insurance for his stay abroad Establish safety policies for exchange programmes, members and conferences 24. Partner for safety 25. Why international SOS 26. What we want to do together 27. Prepare and prevent as priority 28. What AIESEC can not provide Expertise in health and travel risk 24/7 hotline for emergencies Global coordination between safety stakeholders (hospital, embassy, contact person) Ability to know movement of every EP 29. EP Insurance We want to make EP insurance mandatory for every EP Depending on country reality the solution can look differently Want to ensure that every EP has access to insurance 30. Global solution Offer from insurance partner of international SOS standardized offer for EP insurance Two models for GIP and GCDP Independent of country of origin and destination Affordable for every student 31. Next steps Present during VLM the projects Make EP insurance mandatory by IPM Countries develop their own process for ensuring every EP has insurance Present Intl SOS services Make entities join the global membership of Intl SOS By summer 2013 all EPs should recceive Intl SOS membership services standard of the programme 32. Safety 33. CLS Part II: Standards We dont fulfill because we dont know 34. SafetySafetyStandardsSatisfaction 35. SafetyStandards 36. We Dont Fulfill Because We Dont Know Current Reality: No clear analysis or measures of delivery of the StandardsOne of the main reasons of why we have unsatisfied customers Membership are not clear with what are the standards and why is it important to fulfill themSafety Standards 37. Ensuring that the programs that we provide to our students are:We ensure that all our students have the experiences that meet the standards set and that every member delivers on thatSafety 38. Current KPIsSafety% of exchange experiences that meet the standards 39. ROAD MAP! - Research | Late October and November 2013 - Steering Team Input | November 2013 - AI Team Input | November 2013 - ICB Summit | December 2013 - Launch | IPM 2014 40. Safety 41. Satisfaction (Customer Experience Management) CLS - Steering Team November 2013 Rotterdam, the Netherlands 42. CLS Part III: Satisfaction We dont improve because we dont listen 43. SafetyWe promise to put our people first, and we wont accept anything less 44. CLS Plan for 2013/2014SafetySafetyStandardsSatisfactionInternational SOSStandards DefinitionCulture BuildingInsuranceMeasuring & tracking standards deliveryNetwork EducationSafety Policy & GuidanceICB role and evolutionGlobal CEM Improve systems 45. SafetyCustomer Experience Management The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy. 46. SafetyNPSThe dataCEMHow to transform data into actionCustomer loyaltyThe end result we want to achieve 47. SafetyHow are we making this happen? 48. SafetyBehavior+ System=Change 49. SafetyCulture Building 50. SafetyHow many of your LCs are using the NPS system right now? 51. SafetyEngageRespondPromoteFire fighting Customer centric culture Process Promoter strategy improvement Response rate Product development 52. 4 Tips for MC to implement CEM 1SafetyMake it a thing2Educate3Allocate responsibles4Track, analyse & act! 53. MC 1EngageRespondPromote SafetyMake it a thingCustomer centric behavior: CLS at every communication channel (Conf session, visit agenda, newsletters etc)Incentive systems: challenges, games, awards etc Policies: membership criteria,compendium, other rights etc 54. MCEngage2EducateConferences LC Visits WebinarsRespondPromote Safety 55. MCEngage3 Allocate MC ResponsibleRespondPromote Safetyresponsibles-MCP/OD/Operation overall responsible -NST structure to support -Implement by every MC VP GCDP/GIP/TMLC Responsible -LCP overall responsible -Implement by every LC VP GCDP/GIP/TM 56. MC4EngageRespondPromote SafetyTrack, analyse & Act!Tracking > To de done on a weekly basis > Check which LCs are not following up on open cases and take action > Check which LCs have good practices around fire-fighting and showcase it Analysis > To de done on a weekly basis > Are we decreasing or increasing the number of open cases? Why? Take action! > Are the cases coming mostly from an specific entity? Why? Take action! > Are the cases open around the same issue/complaint? Input for process improvement and product development! 57. SafetyWant even more detailed How? 58. SafetyEngageRespondPromoteFire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development 59. Safety 60. Safety 61. SafetyEngageRespondPromoteFire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development 62. Fire fighting flowSafety 63. Safety 64. Safety 65. Safety 66. SafetyEngageRespondPromoteFire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development 67. Safety 68. Safety 69. Safety 70. Co-deliverySafety 71. Safety