6. 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
7. 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.
8. 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:
9. How can we drive the right behaviors to
drive customer centricity within our
Entities?
11. 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
1
2
3
Education and
Culture
Showcase your Promoter Experiences
3
12. How can my entity ensure building
the right Culture and Education?
To your Members:
1. Communicate the WHY
2. EPs / Interns Stories Sharing
3. PD/PI Contributing to Growth
4. Value of Promoters contributing to Growth
5. Monthly exposure of Data
Channels:
1. LC Meetings
2. Local Conferences
3. 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 Seminars
2. Expectation Setting Meetings
3. Virtual Spaces (Facebook Group)
Education and
Culture
13. Mapping a Customer Journey
1
Experience Minimum Requirements
2
Empowering Frontline
3
Managing Detractors and Promoters
5
Effective Firefighting
4
Operations and
Standards
15. 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
- ExpectationssettingonJD
- 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
Operations homeHOST
16. Providing more and better experiences.
Concrete
Way to do
Cooperation
Home& host
responsibilitysharing
Focus onthe
Developmentof
intern/EP
