1. +
UnderstandinUnderstandin
g Ourg Our
ExperiencesExperiences

2. n1. Understanding how to deliver
better customer experiences
n2. Get to see our current reality
n3. Actions for CEM IMPROVEMENT!
Objectives

4. Our Impact:Our Impact:

6. ANDAND
Power of

10. To refresh the world...
To inspire moments of
optimism and happiness...
To create value and make
a difference.

12. Who are
OUR CUSTOMERS?
Students
Young people
Corporates
NGOs
Non- profits
Communities

14. PROMOTER

15. Let’s check other
organizations!

17. From zero to 1.2 billion in 10 years
From the online shoe shop to best
customer service company
Always delivering their promise
Every customer matters

18. Case 1
video

21. EMPATHY
Listen = understand = care

22. That’s why we have…

23. FOR CEM!
GLOBAL
STRATEGIES

25. How would you measure
quality?

26. Net Promoter Score
MOS

27. Net
Promoter
Score
1 2 3 4 5 6 7 8 9 10
Detractors
Promoters
Passive

28. Our ability to respond rapidly and effectively to
customers in need.
Net
Promoter
Score
Fire-Fighting
How “engaged” are our
customers with AIESEC?
Response Rate
How good are we at
creating powerful
experiences?
% of Promoters

29. What does the system look like?

30. Customer Experience Management
Managed by AIESEC
International!
At all
levels!
Where the action
happens!

31. "For the things we have to learn before we
can do them, we learn by doing
them„ (Aristotle)
Remember, we are all in ELD phase!
‘E’ - means, experiential!

32. SurveysSurveys

33. Equilibrate
W
hatw
e
deliver
W
hat the
client is
expecting

34. Detractor
Promoters
Passives
Challenges
Non client

35. DetractorPromoter
Passives
Challenges
Non client

38. What will MCs do about CEM
• National Education
• Reporting to AI / National Plenary / External Stakeholders / BoA
• Integration in operations: Incentives & Reporting
• Story telling! (Success of LCs + Impactful Experiences)
Drive National Programme
Strategies & Processes
improvement by:
•Addressing key detractors
issues
•Understanding key
reasons behind promoters
Communicate CEM in:
•Outgoing Preparation
Seminars
•Customer Incentives
to reply
Auditing & Tracking
LCs actions
Overall
%%
PromotersPromoters
ResponseResponse
RateRate
CasesCases
Closed /Closed /
CasesCases
OpenOpen
NPS

39. • Local Education
• Reporting to MC / Local Plenary / External Stakeholders / BoA
• Story telling! (Impactful Experiences)
What will LCs do about CEM
Drive National Programme
Strategies & Processes
improvement by:
•Addressing key detractors
issues
•Understanding key
reasons behind promoters
Communicate CEM in:
•Outgoing Preparation
Seminars
•Customer Incentives
to reply
Auditing & Tracking
LCs actions
Overall
%%
PromotersPromoters
ResponseResponse
RateRate
CasesCases
Closed /Closed /
CasesCases
OpenOpen
NPS

40. Our ability to respond rapidly and effectively to
customers in need.
Net
Promoter
Score
Fire-Fighting
How “engaged” are our
customers with AIESEC?
Response Rate
How good are we at
creating powerful
experiences?
% of Promoters