Webinar #3 What. Quality Servicing for Customer Loyalty
GIP
Customer Loyalty
Customer loyalty
customer acquisition and retention
Customer loyalty is about • Attracting the right customer; • Getting them to buy; • Buy often; • Buy in higher quantities; • Bring you even more customers.
What makes customer loyal • 73% - friendly employees or customer service representatives • 55% - ability to easily find information or request help • 36% - personalized experience • 33% - good reputation
Customer Loyalty
Marketing Campaigns
Customer Servicing
Showcasing
Marketing Campaigns
Thinking by benefits
Customer Servicing
What is Customer Servicing?
Sale is not a finish!!!
What is servicing? • Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
Customer servicing goals
Maintain and strengthen partnership
Share our market based on strong brand
Servicing
Account management
Who’s account manager? An employee whose job is the day-to-day support of a particular customer's account with a business, and who serves as the primary point of contact between the customer and the company. The account manager position can provide customer support, technical support, planning and optimization for the account, as well as developing a relationship with the customer.
External RELATIONS
Who’s your girlfriend ? LCP – Universities LCP/PM – Government oGIP – EPs, Candidates, Alumni iGIP – Companies, Alumni
How to make relations successful ? Think 1 minute and write in comments!
TRUST
TRUTH
LISTEN
Prioritise!
Giving the BEST SERVICE!!!
Credibility
Attitude Communication
Thorough product knowledge Understanding needs Support
- Build your daily schedule/priorities around these deliverables - Profitability Management All sales are not the same Graph: Time – Profit (30-40 unprofitable, 20-30 bring most of profit)
MUST DO! • Promise only what you know you can deliver • Plan the time line together • Educate/inform involved entities ahead of time • Always be on time • Have consistent and open communication • Make right expectations
Evaluation - Measurement Surveys - Ask for feedback - Be flexible and adjust
- What product do you offer next?
REPORTING
Customers Relations Management (CRM)
=
Knowledge Management
Benefits • • • • • • • •
Streamlined sales and marketing processes Higher sales productivity Added cross-selling and up-selling Improved service, loyalty, and retention Higher close rates Better profiling and targeting Increased market share Higher overall profitability
TRANSITION
Tips and tricks • Personal relationships matter • Think/obsess on ROIR (Return On Investment in Relationships). • Phones beat email.
• A 3-minute call today can avoid a game-loser of a fiasco next month
Tips and tricks • It’s always your problem — you sold it to them • Regular progress meetings • Customized Products • Partnership expansion • Making Case study of the traineeship
• Remind about yourself from time to time • Walk your extra mile
Servicing in oGIP
Standardized GIP EP flow Lead on ORS
TN on OP
Mailer from AIESEC
Invitation for interview
Interview
Contract
Key Training
Application for TN from OP
Registration on my@.net
Searching for TN
Constant tracking by EP-manager
Inner journey meeting
EP Matched
Advanced Training (OPS)
Visa/Tickets
Constant support during Re
Key training: Knowledge and principles AIESEC Knowledge Action plan
Key working principles
Interview passing
Leadership in GIP
CV/ Cover letter
MA tools
Constant tracking: efficiency EP tracking tool
NPS MA
Action plan
Mailers with TNs
Mail cc in applications
Use CRM! • EP Tracking Tool:
https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEh tWXlETFE&usp=drive_web#gid=1
Inner journey meeting: reflection and replanning Developing as a leader
Solutions and opportunities
Main problems and wins
Advanced training (OPS): preparation Culture Shock preparation
LEAD (PDP)
Preparation to delivery
Soft Skills development
Ambassadorship
OPS • Local/National • Myaiesec.net – all materials
Support during internship: ensuring quality Communication
Leaving checking
NPS and firefighting
Arrival checking
Conditions checking
Use CRM! • General LC EPs tracking tool • Use Customer Gauge data
Servicing in iGIP
iGIP • REMEMBER you have to service 2 stakeholders:
- TN-taker - Intern (EP)
Servicing in iGIP Create clear timeline together and follow it
Make reports and evaluate their expirience
Tracking of receiving right experience from both sides
Tracking of matching process
Set right expectations for TN-taker and EP and be sure that you delivering in.
Showcasing
Showcasing • Goal: Sharing your market, growing brand loyalty • Method: Story telling • Resource: Culture-shock.me, VK, FB • Tools: pictures, presentations by realized Eps on LCMs, promo events, etc. • Result: people buy from people, no wide promo
Questions?