the reality of our customer loyalty
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The Reality of Our
Customer Loyalty
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Quick Recap
NPS CEM Customer Loyalty
The Ultimate Question
NPS = Promoters - Detractors
Responses
0 1 763 84 102 5 9
Detractors Passives Promoters
MoS and KPIs
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National Reality
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Engagement Standards Actions
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Engagement
ISSUES:
- Lack of Customer Centric Culture within Entity in terms of Education and showcasing.
- Communicating our Customer Centric Culture with our Stakeholders
- Building a meaningful conversation with our stakeholders
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Standards
ISSUES:
- Lack of standard procedures dealing with our Detractors
- Unclear Exchange Policies and Minimum Requirements communicated to stakeholders
- Lack of Standard Reporting and Analysis
- Lack of standard CEM Procedures within Entities.
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Actions
- Lack of standard procedures dealing with our Detractors
- Unclear Exchange Policies and Minimum Requirements communicated to stakeholders
- Lack of Standard Reporting and Analysis
ISSUES:
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How can we drive the right behaviors to drive customer centricity within our Entities?
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Education and Culture
Operations and Standards
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Culture has to engage everyone involved with your entity: - Members and Leaders- EPs/Interns- Partners
Customer Loyalty is the Goal
Connect CEM to the CoW and to your Entity’s Growth
12
3
Education and Culture
Showcase your Promoter Experiences3
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How can my entity ensure building the right Culture and Education?
To your Members: 1. Communicate the WHY 2. EPs / Interns Stories Sharing3. PD/PI Contributing to Growth 4. Value of Promoters contributing to Growth5. Monthly exposure of Data
Channels: 1. LC Meetings2. Local Conferences3. Virtual Spaces (Online internal Campaigns)4. Newsletters
To your EPs/Interns/Partners: 1. Communicate how AIESEC adapts CEM to enhance their
Experiences 2. Help them understand the NPS and the Survey
(EPs/Interns)3. Build a platform for easy conversation with your
stakeholders.
Channels:1. Integration Seminars2. Expectation Setting Meetings3. Virtual Spaces (Facebook Group)
Education and Culture
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Mapping a Customer Journey1
Experience Minimum Requirements2
Empowering Frontline3
Managing Detractors and Promoters5
Effective Firefighting 4
Operations and Standards
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But First, Do we know our Responsibilities?
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Entity Side
- EP Lead Delivery and Logistical Support(Check In)
- Re Integration Seminar- Improvement of OGX
product & processes based on customer feedback
- Improvement of ICX product & processes based on customer feedback
- OPS - Introducing EPs to AIESEC- Logistical support of EPs
for the internship- Preparation Webinars- Expectations setting on JD
- Assure Response Rate of the realized experiences
- Assure Response Rate of the completed experiences
- Attend NPS Webinars- Implement NPS Culture- Assure Response Rate of
the matched experiences
Post - ExchangeExchange
NPS
Pre- Exchange
C o - d e l i v e r y F l o w
Opera
tions
homeHOST
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Providing more and better experiences.
Concrete Way to do
Cooperation
Home & host responsibility
sharing
Focus on theDevelopment of intern/EP
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Role of NCB
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Education and Consultancy
Quality Procedures and
Exchange Guidelines
Case Management