Customer Experience Management

Exchange Participant

Your Facis: Grzegorz Kłudczyński

Born and raised in Pruszków

Joined in 2009, LC Warszawa SGH

OC, OCVP and OCP of Career Days

LCVP TM

LCP

your MCVP iGCDP

Values vision, because long term perspective can give useful tips for what should be done now.

Your Facis: Ana Sofia Espejo de la Puente

From Lima, Peru Joined in 2010, OGXLCVP OGX AIESEC Lima 2011Local Training Team Chair 2012NST OGX 2012MCVP OGX GCDP 2012-2013FACI ILC Panama 2013Your MCVP oGCDP

Values perseverance, stay true and believe in yourself so you will have no limits to reach your ambitions, never settle, take

risks and overcome your challenges with a smile! It’s all about attitude! :D <3

Agenda of the session:

• Role Play• Overview of customer inputs• Action steps towards EP’s needs• Flow of customer experience

management• Business examples of CEM

Who likes

babies?

Who likes cute

babies?

Who likes

sweet babies?

We are going to

take care of babies

Happy babies

Crying babies

What do babies need?

FoodDrinksSleepFun

AttentionLove

EP’s are also

babies!

Happy EP’s

Crying EP’s

What do EP’s need?

FoodAccomodation

IntegrationCultural experience

SightseeingInformation

Tough choice ...

Don’t worry

NPS

oGCDP

Likes• Information provided about

GCDP program• Matching support• Communication effectivity

during acceptance procedure

• The selection process• Induction to AIESEC

Dislikes• Communication effectivity

during acceptance procedure

• Visa documents and information

• The selection process• Matching support• Information provided about

the GCDP programme

oGIP

Likes• Cross-cultural

understanding & awareness• Job-description clarity and

alignment• Intergration by the hosting

entity• Communication effectivity

during acceptance procedure

Dislikes• Communication effectivity

during acceptance procedure

• AIESEC’ support during the experience

• Visa documents and information

• Job-description clarity and alignment

iGCDP

Likes• Cross-cultural

understanding & awareness• Information provided about

the GCDP programme• Personal development• Communication effectivity

during acceptance procedure

Dislikes• Communication effectivity

during acceptance procedure

• AIESEC’ support during the experience

• Logistical support• Visa documents and

information• Job-description clarity and

alignment

iGIP

Likes• Cross-cultural

understanding & awareness• Communication effectivity

during acceptance procedure

• Professional development• AIESEC’ support during the

experience

Dislikes• AIESEC’ support during the

experience• Professional working

environment• Job-description clarity and

alignment• Integration by the hosting

entity

Division!

Recommendations for ICX

• Constant communication with EP– Checking if everything is ok– Informing in advance about what is going to

happen– Informing about any changes– Plan the communication with EP

Recommendations for ICX

• Always be ready to react– React when EP needs it– Be prepared for most common cases– Have the capacity for urgent reaction for EP needs

Recommendations for ICX

• Reception and integration– Plan EP integration with LC– Engaging host families– Integration with students from schools– Show Polish culture (travelling, seighseeing,

museums, teach Polish langauage)

Recommendations for OGX

Before Exchange– Always be accesible and willing to help– Fulfill recruitment process as promised– Informing in advance about what is going to happen

and if there are changes– Be open to answering questions– Plan the communication and tracking with EP– Be supportive during the process– Informing and preparing for exchange– Be flexible and motivating

Recommendations for OGX

During Exchange– Maintain contact and support with the EP– Maintain contact with TN Manager– React when EP needs it– Be prepared for most common cases– Have the capacity for urgent reaction for EP needs

Customer Experience Flow

Recruitment Raising Matching Realization Evaluation

GTK @

Application

Acceptanc

e policies

Pre-

matching

Matching

Visa/

delivery/preparation

Realization

Follow up

Evaluation

Re-integration

Customer Experience

Hosting Entity Sending EntitySending Entity & Hosting Entity

Sending Entity & Hosting EntitySending Entity

Awareness of X conditions and details

Connection between EP and HE

Self reflection about impact and relevance

by EP

Matching Realization & Follow up Evaluation

We need to be aware of what is happening to make sure we react on time.

It’s better to anticipate!

Minimum quality standards but always striving for more.

Let’s think!What is my LC doing?

Are we servicing the best we can?

Are we doing anything about it?

How can we make it better?

Activity

Analyze the current situation of your LC and how can you improve the quality of your service and

experiences.

NOW IDEAL ACTIONS

ICX

OGX

Our EP’s are our “free” promoters To be relevant and trust-worthy by stakeholdersNo credibilityBad quality = bad PR

Why is CEM so important?

Top 3 businesses with according to “2012 Customer Service Hall of Fame”:

#3: Apple#2: Google#1: Amazon

Secret: constant change and adaptabiliy to customer’s new needs

Even the most recognized businesses work with CEM!

Amazon

Our version?

NPS!!!

Outcomes!What you have doneis your ACTION PLAN

to always improve your CEM for EP’s

From now onit’s YOUR RESPONSIBILITY

to give EP’s the best experience possibleby including servicing in your processes

Good is not good enough!

NPS is our platformTo have constant feedbackAnd strive to be betterLet’s use it wisely!

REMEMBERYoung people like us

Are living these experiencesAnd it depends on us

The positive impact they have.We have to work as both

sending and hosting entitiesTo assure the best experiences

we can offer to our youth.

So let’s make our babies happy!

Thank you!