Customer Loyalty for Students

Customer Loyalty for Students

Why is this important?

What results can it bring to the entity?1. Credibility of AIESEC: an organization with which it is safe to go on internship.2. Responsible membership in GCDP, clear standardsglobally and setting aligned expectations from both sides3. More promoters & more customers due to word of mouthand improved products and services.

For every intern who takes internship with AIESEC and wants to develop leadership we need to provide basics. As AIESEC, we need to ensure customers SAFETY.

For our customer we are one AIESEC, not AIESEC in country A and B. To ensure the customer loyalty because of great experience we need to ensure that the STANDARDS are being followed.

Each 7th GCDP customer will not recommend this experience, 4 out of 10 will not mention it as the brightest experience of their lives. We need to ensure customer’s SATISFACTION with experience provided by AIESEC.

CLSWhat to consider in re-planning:Safety:

1. Plan which safety measures your entity needs to take to ensure safety for your EP´s in the GCDP programme (both as sending and host entity)

2. Research insurance options in your entities to be able to provide EP´s with advice for which insurance they can take

3. Integrate safety education to OPS´and other preparation processes in local level

Standards:

4. Evaluate the current implementation of quality standards

5. Ensure that all members are educated about XPP standards by including the quality standards education in induction and learning cycle

6. Define KPIs and track the implementation of the standards

7. Allocate people to be responsible for tracking or specify JD´s to include that everyone has the responsibility of fulfilling the standards

Satisfaction:

8. Use NPS data to put it into CEM startegy: analyze the issues, generate ideas for process improvement and product development and validate it though actual customers, talk to them.

9. Set goals for NPS (% of promoters, % response rate, % of cases opened/closed)

10. Plan activities around network culture building and education on CEM

11. Ensure CEM strategies are reflected in Talent Capacity structures

and learning & development, in internal communication plan, etc.

CLS – Implementation inputs

Safety:

1. Adapt education to your national reality.

2. Allocate responsible to track implementation on local level.

3. EPs duties related to safety processes should be stated in EP contract.

4. Insurance must be mandatory for all EP´s, and there should be a certain criteria that covers the features of insurance coverage. There should be option of choice for which insurance the EP chooses to take

Standards:

5. Having a standards auditing team (to survey through a checklist whether the EP was picked up on arrival, etc.)

6. Include the quality standards in membership criteria and eligibility for awards

7. Educate EPs about the quality standards in Outgoing and Incoming Preparation Seminars

8. Consider which quality standards implementation can

be outsourced (e.g. Insurance, safety preparation, pick ups)

Find more information here:

• Hidden checkpoint! Good to see that you’re checking output. As a reward: Go to MCPs FB group, find the post that announces STM output released, and post a random (it could be very random) question as a comment to any ST member. Your questions will be answered for sure.

• GLOBAL Customer Experience Management Programme – http://www.myaiesec.net/content/viewwiki.do?contentid=

10267440

• Steering Team Meeting Session:– http://www.myaiesec.net/content/viewfile.do?contentid=

10282685