GIP – Customer Loyalty for

Organizations

Customer Loyalty for Organizations

Why is this important?

2011 Customer

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2012 Customer

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2013 Customer

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2014 Customers

Global partner retention rate is 31%. We cannot afford losing almost 70% of our customers every year

Re-raising is 3x easier than new raising.

Our processes and products should be improved consistently to upscale and sustain partnerships.

Customer Loyalty for Organizations

What to consider for re-planning? - If you have any customer feedback within 100 days challenge, check and analyze the insights

(check further slides to see how to reach survey responses)- Make sure CLO related KPIs are in planning framework- KPIs would be: % of partners retained, % of partnerships upscaled, number of re-raises,

number of conversations held, etc. - 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.

- Define goals related to those KPIs until the end of the term- HR allocation / structure alignment on MC/LC level for proper account management in order to

achieve these goals

Customer Loyalty for Organizations

Specific Ideas from the Steering team meeting for implementation/ST next steps

1. Clearly communicate the benefits of CLO-esque activities and connection with results at every GIP touchpoint. Showcase CLO as a growth strategy to the LCs and show clear connections to expected results.

2. Have a guideline with CEM minimums (checklist, timelines) for a company in order to assure the re-raise.3. Integrate those minimums to membership criteria/compendium/incentive systems4. Develop a CRM system, which would make standards implementation and feedback analysis easier5. Define and clearly communicate proper KPIs for CLO, both on national and local level.6. Identify 1 or 2 LCs that they consciously support in CLO implementation perfectly, and then showcase the KPI progress

and results massively in the national network. Expand the pilot circle step by step.7. Encourage and support LCs to allocate people with customer oriented competencies in customer facing roles.8. Support LCs to define checkpoints (Ex: every 6 months/after every RE) when the partnership will be reviewed, feedback

taken and then new plan for the partnership will be made. Such a checkpoint should be conducted by the account manager with the LCVP ideally.

9. Create guidelines for content of the customer meetings on how to handle promoters, passives and detractors in re-raising. (FAQ form would work better)

10. Make sure you collect references & testimonials.11. Launch national challenges/campaigns to speed up KPI progress. (Get integrated or replicate global ones)12. Analyze customer feedbacks on a quarterly basis for process improvementand product development, build action plans and share the learnings.

Customer Loyalty for Organizations

Find more information hereCustomer Loyalty for Organisations session in IC 2013, Egypthttp://www.myaiesec.net/content/viewfile.do?contentid=10282695

How to access your 100 Days Challenge data:1. Go to http://secure.wufoo.com/login2. Username: aiesec.wufoo@gmail.com / Password: 100 Days Challenge3. Click ‘Reports’ tab on top4. Click ‘Export’ button, located right under ‘GIP feedback’5. Choose the format that you want to have the data6. Filter, play, create pivot tables, do whatever you want but make sure you analyse the data