Growth through better Customer Experience

“The Longer you wait, The Harder it is to provide Outstanding Customer Satisfaction”

Get into Your Imaginative Hat

What Would you do ??

You left the Bus to get water

The Bus Left

Your Mobile Charge is off !!!

On Your way to the conference

How did you feel ?

Reflect it on our Customer

Comes to the airport onto a new Experience

Finds No one in the airport waiting for him

Does he Know WHAT He will do on His Experience?

Does he Know Why He will do this Experience?

Put yourself in That Shoes

Who is responsible of Ensuring This to Happen ?

“It Starts with Respect. If you respect YOUR Customer as a human being and truly honor their right to be treated Fairly and Honestly, Everything else is much easier”

ANSWER IS

EVERYONE in this Room!!!

Top Detractor Issues

• Pick Up • Job Description Clarity • Job Description Alignment

Strategies to Deliver Better

Experiences

1.EP Team Leader

“To Understand the man , You must first walk a mile in his shoes ”

Why ?

How ?

EPs Improve their XP through Sharing Spaces

EPs are Satisfied with their Experience

EP Lead a multicultural Team and Be touch point with Hosting Entity

Host Entity Select Person through matching InterviewTeam Structure could be by project or Nationality

Clarify the role in the TN

EP arrive earlier and Prepare

2. Intern Micro Experience

“Always Give People more than what they expect to get”

Why ?

How ?

EPs have Deeper Understanding about AIESEC Impact in SocietyEPs get other Opportunities to Learn about cross cultural leadership.Create More Promoters

Global village

Recruitment

Sales visits

Showcasing Event

Incr

ease

you

r HR

Capa

city

3.Interns Preparation Seminr (IPS)Cultur

al PreparationExchan

ge Preparation

Country

Preparation

“We are what we ALWAYS Do, Excellence is’t a single act, it is a habit”

ChannelsVirtual Chann

elsPhysic

al Chann

elsWelco

me Packs

“Under Promise and OVER Deliver”

4.LEAD for EPsObjectiveCreating a leadership development program to ensure better reflection for the experience that the EP is having inside the CY and help his journey to have a huge impact on him

Local Implementation:It is going to be co-delivered between the 2 CYs based on specific Eps that are going to participate to be in it and they are going to have specific scheduele for it in the hosting entity and the sending entity would have to close the LEAD Program in their CY when EP comes back

5.Experience Feedback System

“Unless you have 100% Customer Satisfaction,You Must Improve

Firefighting

Innovation

Showcasing

Fire Fighting Techniques

• LC having a Call Center 3 days per week Specific Times Ensuring Fast Response.Call Center

• Weekly Checking on NPS• Maximum Period from Open Case to Closed is 3 days.

Quality Assurance Teams

• There is Online Complaint group for interns in the CY to communicate with each other and with the LC

• LC Interns group to spread the news about any LC activities for interns

Social Media Groups

“Your Customer doesn’t care how much you know till they know how much you Care”

6.Host Family

• Make Sure Rules are Implemented.

• Better Culture Experience which is one of the Value Proposition of GCDP.

“Only a Life Lived in the service of others is worth Living”

Things to Remember

1. Intern Team Leader

2. Intern Micro XP

3. IPS

4. LEAD for Eps

5. Experience Feedback System

6. Host Family