Our CEM
We need to provide better customer experience because‌
…because market leaders do!
…because the purpose of this organisation is to develop leadership.
We have to know what kind of leadership we provide and how we can improve it!
To our EPs
• “The best thing about exchange is
Why EPs your abilities as in to explore
personal as in professional way and its all connected with culture, practise, according LC, other trainees, local people and overall your attitude. As more you will try to do your best, as more you will get...“ Zane Vilnīte. Latvian, Intern in The Netherlands - GIP
• “My experience in Cluj-Napoca was fantastic. More than causing a positive impact in the Romanian society was to know how important is to develop empathy with a culturally different people . You are only able to understand a different culture when you experience and live it yourself.”
Matheus Mello. Brazilian, Intern in Romania GCDP
To our Team members
“The most influencing experience that I got from AIESEC was that I, absolutely, could improve my leadership and my skill, but that's not what matters the most. The point was that I could feel the real journey of my life. It was all about friendship, family, and surrounding. I could feel happy, excited, sad, and proud too. One thing that was really valuable was that I could be a part of someone's life� Adin Daniswara. AIESEC Unibraw, Indonesia. TLP
Rodica Popescu. AIESEC Timsoara, Romania. TMP
• “I can only say that is a true experience that offers us a personal development, emotional intelligence and the possibility to work together and to make something great for all of us”
…because 2015 means that we have to provide quality experiences.
# of GIP Experiences
# of GCDP Experiences
# of TLP Experiences
Quality of our Experiences
# of TMP Experiences
‌because 2015 means that we have to provide 600,000 unique experiences. 60000
What made us evolve since 1948?
50000
40000
Country Partnerships
30000
Clear Goals & 20000 Objectives
10000
National Projects
Supply & Demand Management
Policy Changes
Exchange Process Management
Global Information System
Massive & Ongoing HR Recruitment
‌
What will make us 12/13 evolve to 600,000 (173,000 GIP & GCDP) unique experiences?
Customer Experience Strategies
0 1949 1953 1957 1961 1965 1969 1973 1977 1981 1985 1989 1993 1997 2001 2005 2009 2013 2017 2021 2025 2029 2033 2037 2041 2045 2049
Customer experience management is neither a strategic initiative nor a necessary MUST DO of this organisation‌..
It should be the habit of 86,000 members who want to leverage youth’s potential for a better world!
WHAT’s MISSING? 2015 Goals Launch
Where is Quality?
MoS : Net Promoter Score
Measuring “Quality� with a single indicator is over-simplifying Lead to a narrowed perspective of Customer Loyalty
KPIs Raised
Matched
Realized
MoS
KPI
MoS KPI
KPI
Cases Closed / Cases Open
Net Promoter Score Response Rate
% of Promoters
Customer Behaviour Micro - Level
Organizational Net Promoter Score
Purchase - Refer
Macro - Level
Long term results
If we want toNetgrow 200% in Promoter ELD, we NEED to increase Score our Customer Loyalty!
Our ability to respond rapidly and effectively to customers in need. Cases Closed / Cases Open
Net Promoter Score Response Rate
How “engaged� are our customers with AIESEC?
% of Promoters
How good are we at creating powerful experiences?
Customer Experience Management Translating Customer Feedback in Operations!
Our CEM
Why?
Design
Data Collection
Analysis / Reporting
Actions / Operations
Why? Why?
Design
Data Collection
• To provide more and better experiences • Measure of Success: Net Promoter Score • Key Performance Indicators: • % promoters • Response rate • Cases closed / Cases Open Leadership we need • Long term thinking • Action driven • Customer oriented
Analysis / Reporting
Actions / Operations
Why?
Why?
Design
Data Collection
Analysis / Reporting
Actions / Operations
• Surveys based on EP Flow and Programme Definitions • Transactional surveys for GIP/GCDP are sent every 2 weeks per experience, on 3 touch-points: Matched, Realized, Completed • Relational Surveys for TMP/TLP are sent every 6 months per person.
Why?
Why?
Design
Data Collection
Analysis / Reporting
Actions / Operations
• Outsourced IT platform to survey customers and have standard reports • Database management by AIESEC International
Why?
Why?
Design
Data Collection
Analysis / Reporting
Actions / Operations
• Defined role towards customer & data usage for every level of the organization: MC, LC, and, AI • Reporting (different per level) • Internally • Externally • Programme Participants
Why?
Why?
Design
Data Collection
Analysis / Reporting
Actions / Operations
For every level of the organization, • Clear action plans based on the role towards customer & data usage • Defined HR structure • Incentive systems aligned
Managed by AIESEC International!
Why?
At all levels!
Design
Data Collection
Our CEM
Analysis / Reporting
Actions / Operations
Where the action happens!