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Customer Centric, AIESEC in Poland.
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Customer Centric
How it Works?
By creating a positive consumer experience at the point of sale and post-sale, a customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.
How to do it?
To be a Customer Centric Organization the first step for each of us will be:
To Create Customer Centric Culture
Customer Centric Culture
Create journey to: - TM (ex. Carrer
pathes)- Students (ex. Clear message
during recruitment)
Map
Think about:- Computers in the
office- Management system
(ex. PODIO)
Alighn
Analize how you work with students:
> Think what to do > set DDL
> Implement it > Take care of what
you are doing
Refine
Customer Centric Culture
Remember:
- to appritiate your partners, your
members, your interns
By events, small activities
Integrate
Use the tool to measure customer
centric:- NPS
Measure
From top to bottom:> LCP to LCVPs
> LCVPs to structure (Coo, manager, OCP)
> LCP to MM commision > MM commision to OC
members
Transform
Customer Centric Culture
Culture starts from top to bottom:
- Remeber about executives and
leaders
Target/Engage
Evaluate your customers and work on
itIncorporate
Remembe:> about target ares
> TMP and TLP require different
approach > Use feedback to built trust in your
customers
Focus:
Characteristics of Customer Centric Organisation
Has a clear, customer-centred vision with top down support.
Makes every business decision in alignment with this vision.
Knows what customers expect because it asks them.
Tailors its products and services to what customers want.
Meets customer expectations with every interaction.
Regularly measures customer satisfaction and changes accordingly.
Clearly communicates the importance of customer centric behaviour to every employee.
Measures and rewards customer centric competencies and performance.
Employs and promotes people who support customer centricity.
Expects suppliers and partners to model customer centric behaviours.
Customer Centric - Students
• As our main actions are connected with students we must focus of Customer Centric for them. To provide high quality experience and good servicing for our clients.
Why of Customer Centricity for students?
• Customer will know that we care about them.
• If we provide value experience, which includes the product or services. We build customer loyalty with EP.
Start from Education in LC
1. Create model of servicing for our EP (structure, plans)
2. Then educate members of your LC (how to behave with EP)
3. Implement it to your Committe.
Introduction to AIESEC
1. We should provide information about our organizations.
2. EPs understand AIESEC way and know what they can expect from us. Clarity is necessery.
3. Integration with customer. If you want to get students loyalty EPs must know and trust us. It is all about EMOTIONS.
4. When making a meeting about their Exchange we must keep in mind two things: we are the specialists on their internship, so we must have all informations at hand; we can only promise what we can deliver, otherwise we will disappoint them.
• Remember about EVALUATION!If we know EP needs we can
fullfill them• Be open for feedback. We
always striving for excellent.• Implement it in every day
action.
• Constant communication with EP• Always be ready to react• Reception and integration• Program knowledge
How to do this ?
• Our EP’s are our “free” promoters „Loyal customers reduce costs
associated with consumer education and marketing, especially when they become Net Promoters for your organization”
Customer Centric - organizations
When an organization is our client
In terms of Customer Centric, AIESEC must shift from focusing on its products and services to
customer-focus approach. Customer
Products
Contact with our partner - organization
We must remember that OCs are ambassadors of AIESEC
That’s why their approach is a key to establish fruitful relations
OC must be perfectly prepared before meeting
What they should do?
• Know basic facts about organization• Check how relations looked like in
past• Be aware what product he/she sells• Be kind and polite• Have creative presentation methods
Is it enough?
• No! We’re not looking for one-time customers
• The loyal customers are those who generate most profits!
• The point of CC is – create loyal customer base and fullfil their needs!
How to do it?
• The answer is : SERVICING
Good customer service is:
After meeting output
High quality product delivery
EvaluationPost-
realization contact
Who should do that? OC ER? LCVP ER?
• NO!
• Answer is: Account Manager. It is wider concept which focuses on individual approach to each customer.
• AM by creating bond with customer, based on positive emotions, will assure clients satisfaction and re-raising!
But
Remember,
Customer Centric Culture starts from the top, from Executives, don’t leave AM on his own in the middle of his way with knowing nothing.
Customer Centric – Talent Management
To create appropriate experince with the same quality to Talent Management of our AIESEC network we neet to have clear understanding what make influence on it.
Knowing that we will create Customer Centric Organization to our Talent Capacity.
From what to start?
Who is Talent Management? • Leaders• Member
What they expect from us?
TMP TLPInformation Appropriate education
Experience Show future possibilities
Fun Personal approach
Appreciation Experience
Education Fun
Information
How we can do this?TMP TLP
Information -> Be clear in communication messages
Appropriate Education ->
Provide those treinings that will raise their skills in exact
things
Experience -> Provide clear JD and valuable Show future possibilities - >
Show soon possibilites of TLP in LC, in MC, abroad (NST, CEED, exchange)
Fun -> More events, LCMs, parties, common activites for fun
Personal Approach ->
Work with everyone individualy
Appreciation -> On LCMs, LCC, in newsletters Experience ->
Give feedback;Educate how to learn from
their experince
Education -> Provide it time and not to stop it after induction Fun/Integration -> More events, LCMs, parties,
common activites for fun
Information -> Provide information on time
What it will cause?
• Qualified experince• Integrated members• Better understanding of each role
and AIESEC in general• Satisfied and devoted
„customers”/members
Doubts?
Contact the NCB!