Customer Experience Managemen

t

Maria

• LCVP elect Talent Management

• Loves food• She wants desperately a dog

Vasw

• LCVP current ER/F –LCP elect

• She wants desperately a dog

ExpectationsO Intern: from the hosting LC , from the NGO,

school or companyO EP: from the EP manager,O Member: from the LC in terms of your

team(TL) and your development

Let’s introduce the meaning of CEM

CEM in businessesO Customer experience management (CEM) is

the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty.

O http://www.youtube.com/watch?v=JRFrpr4W7cc

Over the past several years, Customer Experience Management

(CEM) initiatives have gained in popularity, involving an assessment of a customer's entire journey as he or she touches

and interacts with a company's brand, associates,

technology, services and channels.

reduce riskfewer total resources

• customer satisfaction,• loyalty-relationship-building,

• reduction of costs associated with customer care

CEM in AIESEC

Satisfaction

Standards

Safety

We CareBecause We Understand

We FulfillBecause We Know

We ImproveBecause We Read

Safety

Standards

Satisfaction

Which are finally our customers

O InternsO EpsO You baby!!!!!!!!

Safety and Standards

XPP is:• Part of the International Compendium

(Supporting document X)• Stating definition, criteria and process of

Exchange Programs (GIP & GCDP)• To standardize and ensure the quality of

Programs we deliver

XPP Explanation

▪ Minimum 6 weeks to maximum 78 weeks▪ Meet the national and local legality▪ Have a hosting organization which provided a clear legal status▪ Minimum working hours, 25 hours for GCDP & 40 hours for GIP▪ Under 30, within 2 years after graduation 36 months of exchange▪ NO placement in a country where the EP lived 2 years within the last

10 years▪ Exchange involves another organization as a major partner or

employer of EP▪ (GIP only) EP is supervised by a full-time employee of TN

Program Criteria

Sending LC Hosting LC

O Provide Basic AIESEC Knowledge

O Intern Goal-SettingO Culture Shock

PreparationO Train on the

Exchange Program Policies

O Urge EP to purchase health/travel insurance

O Send Link to Reception WikiO Provide Visa Assistance in

terms of policyO Provide relevant visa and

labor law information thorough Reception Wiki or other way

O Send key contact information/address

O Send key information on TN’s expectations

O Arrival pickup and bringing the EP to the first day of work

Delivery Standard

• The amount and form of salary provided to the EP• Accommodation, and its exact condition (such as single

room, host family)• Accommodation, transportation, insurance and visa cost

payment responsibility• Other living conditions, if any, (such as providing food) and

necessary costs for both hosting organization and the EP

Quality Standard

SatisfactionO How can we measure the satisfaction of our

customers?

NPS

CEM

Customer

loyalty

The data

How to transform data into action

The end result we want to achieve

Net Promoter Score

What is a Net Promoter Score?“ How likely are you to recommend your experience to a friend or a colleague?”

0 1 2 3 4 5 6 7 8 9 10

Detractors Passive Promoters

Net Promoter ScoreNPS = % of promoters - % of detractors

Example25/100 promoters - 45/100 detractors = - 20 NPS

Scale: -100 to +100

When is NPS sent?O Eps → Matched, Realized, CompleteO Interns → Match, CompleteO Members →December , June

NPS in our LCNPS Febr-now %of responses NPS Aug-now

oGCDP

oGIP

iGCDP

iGIP

TMP

TLP

NPS Comments Promoter

NPS Comments promoter

NPS Comments Detractor

NPS Comments Detractor

NPS for membersView email in your browser.

Dear {{ record.person.first_name }},

In the past 6 months you experienced or have been experiencing our {{ record.segment_a.segment }} in one or more roles.

We are passionate about providing impactful and relevant experiences to young people. To ensure that we can continue to do so, we are reaching out to you for feedback.Click here to fill the feedback survey.

We promise it will only take a couple of minutes!

If you have any questions or queries, drop us an email on feedback@ai.aiesec.org, and we'll get back to you.

Regards,

AIESEC International

Which of the expectations that you have set in the

beginning do we cover as AIESEC?

Split in OGX,ICX and CEM functional

O TN flowO CallO VisitO Follow upO RaiseO Promote TNO InterviewO Selection processO MatchingO Forward the EP to CEM

TeamO PreparationO DeliveryO Partnership

management

O EP flowO PromotionO ApplicationO Selection ProcessO EP contractO EP FeeO Raise formO AIESEC InductionO PreparationO MatchingO Integration in LCO Servicing-EvaluationO Showcasing ImpactO Re-integration

Evaluation timeO OGX,ICX: How do you contribute in CEM in

each stage?

O CEM: What do you expect from the other members to do in order to contribute to your work?

Now as members…O Evaluate your XP so far in terms of1.Team experience2.Development

Improvement timeO Check again the TN and EP flow and the XPPs

based on safety, standard, satisfaction .O What more can you do in your everyday

life in AIESEC to improve the CEM processes?

But think of all the LC…O Let’s introduce CEM team

Golden RulesO Put yourself in others shoesO Take the responsibility of the XPs that we

offerO Drive your own XPO Complete NPS survey!!

Love our customers

<3