Bringing CEM Back

to my Local Entity

Firefighting

Response Rate

Managing Detractors and Promoters

Tracking and Reporting

Process Improvement

Incentives

Showcasing

1

2

3

4

5

6

7

FirefightingA case is open

Home entity gets in touch with the EP within 48 hours

Can it be solved by the home entity?

Home entity implements the action plan to address the EP need

Is the case

solved?

Yes

No

Home entity gets in touch with the Host entity to implement the action plan to address the

EP need

No

Yes

Is the case

solved?

No

Yes

Change status to "In progress"

Change status to "Closed"

Action Plan/Steps to address EP

needs

Firefighting

Points to Remember:

1. Home entity is hold accountable for managing the cases

2. Contact the EP within 48 hours

3. Ensure there's always a person/team responsible

4. Connect exchange delivery structure with fire-fighting structure

5. Have a clear communication map with EPs and host entities

6. The fact that home entity is responsible doesn't release the host entity from its duties in fire-fighting.

Remember, we are CO-DELIVERING an experience!

•Case open: Automatically done by the system after an EP asks for support

•Case In Progress: EP contacted, problem identified, action steps set. This status remains during the execution of the action plan/steps

•Case Closed: EP issue or need has been solved or doesn't exists anymore

•The status are managed and changed by the home entity

Firefighting

Response Rate

• What is Response Rate?

“If you’re response rates are not 65%, you’re not hearing from enough customers.”

• Why is Response Rate Important?

• Why is Response Rate Important?

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, through the system, who has not replied the surveys and get in touch with them to:

a. Sense reasons of not answering (e-mail account, spam, etc...)

b. Gather feedback directlyc. Non Responses option

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

Response Rate

• How can you boost response rate?

Response Rate

Assign an Overall CEM Responsible for your LC and have response rate as part of his KPI.

Set goals for Response Rate and track them.

Provide Education to everyone in your LC responsible for preparation, expectation setting, delivery and so on to

ensure that they provide the education about NPS and information about the survey to the EPs/Trainees during

the matching and delivery process and follow up on it as well and have it as part of their JD.

Create RnR Campaigns relating to response rates.

Managing Detractors

Why is handling detractors important?

They are your Source of Learning

It takes 3 – 10 Positive Feedbacks to overcome 1 Detractor. (Bain Studies)

What is Success?

Improve their Experience

Cases Closed/Cases Opened

Re-integrate them to different programs

Convert them into Promoters

Managing Detractors

What possible actions to take?

Solve Issue Refund Follow Up Updates about measures taken

Ensure an Open Conversation

Promoters “The purpose of a business is to create a customer who creates customers”

Fact: Not all your promoters are actually promoting for their experience.

How can you ensure your Promoters are actually promoting for their experience?

How can you focus on and make use of your Promoter segment?

Tracking and Reporting

How frequently do you log on to your System?

How many Open/Closed Cases do you have?

How do you use Self-Select issues and Detractors comments into process improvement?

What is your NPS Frequency over time?

Which department has more cases on the system?

How frequently do you do overall NPS Program Analysis?

Processes and activities we make to ensure Experience

is Delivered

Pick-up

EP preparation

EducationInduction to AIESEC

Re-integration

Visa support

Transition

Personal goal setting

Etc…

Product packaging

Process Improvement

Process Improvement

How can you ensure the right Process Improvement?

LISTEN TO YOUR CUSTOMER’S FEEDBACK

AIESEC Serbia

•Standards

Incentives

How can you encourage your members to take CEM Forward?

“A satisfactory Employee Experience leads to a great Customer Experience”

Showcasing

EPs/Interns Stories Data Exposure GCPs

LC Wiki for IR