cem processes
TRANSCRIPT
CEM Process
Customer Feedback
BHAG
Engage and Develop Every young person in the world
Word Of Mouth
Why are there detractors and passives?
Response Rate Part of your operations
Increasing Response Rate
Local Response RateWhat Content
Create policies
Include details of the surveys in the Acceptance Note and EP contracts to set proper expectations and commitment
Manage and execute operations
Analyze, who has not replied the surveys and get in touch with them to:
a. Sense reasons of not answeringb. Gather feedback directly
Give incentives to EPs to reply
Be creative! Some examples:1. Discount for a future EP fee2. % Refund from EP fee3. Sponsoring transportation / fee for
an AIESEC conference
Data Gathering
○ Know what the customer thinks/wants/feels
Talent Recruitment
Marketing EP Member
○ How do you do it with your EPs?
Surveys Phone Call follow ups
Face to Face Meetings
Facebook group
Fire-Fighting
Two types of problems:Structured Problems
Unstructured Problems
○ Familiar Problems
○ Easily defined
○ Information about problem is available and complete
○ New or Unusual problems – have not happened before
○ Information is ambiguous or incomplete
Programmed Decision Nonprogrammed Decision○ Make a repetitive decision
○ Handled through a routine approach
○ Set a procedure – becomes systematic
○ Actions that solve a problem in a relatively new way
○ Handled directly since it is an unfamiliar problem to solve
Fire-Fighting
1. Contact the EP within 48 hours
2. Ensure there's always a person/team responsible
3. Connect exchange delivery structure with fire-fighting structure
4. Have a clear communication map with EPs and host entities
Fire-Fighting
Vs.
Behaviors
The customer is always right
1. Don’t criticize, condemn, or complain
2. Give honest and sincere appreciation
3. Arouse in the other person an eager want
1. Become genuinely interested in other people
2. Smile.
3. A persons name, is to that person, the sweetest and most important sound in any language
4. Be a good listener
5. Talk in terms of the other persons interests
6. Make the other person feel important – and do it sincerely
Techniques in handling people
6 things to make people like you
Behaviors
1. The only way to get the best of an argument is to avoid it
2. Show respect for the other persons opinions. Never say “You’re wrong”
3. If you are wrong, admit it quickly and empathetically
4. Begin in a friendly way
5. Get the other person saying ‘yes’, ‘yes’ immediately
6. Let the other person do a great deal of the talking
7. Let the other person feel that the idea is theirs
8. Try honestly to see things from the other persons point of view
9. Be sympathetic with the persons ideas and desires
10.Appeal to the nobler motives
11.Dramatize your ideas
12.Throw down a challenge
Win people to your way of thinking
The customer is always right
Behaviors
What is success in CEM?
○ Experience delivery improvement
○ Conversion into promoters
○ Re-integration into different programs
○ Cases closed / Cases open
How?1. System usage2. Direct interaction!
What actions can be taken?
Solving issues Refunds
Updates about
measures taken
Follow - up
Internal Management
HR structures Procedures
Open Communication