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- 1. AIESEC NSW NPS: 40 (54) % Case Open/Case Closed: 100 (100) %
Responses: 54 (74) % Promoters: 54 (62)
- 2. 0 20 40 60 80 100 120 NPS % Case Open / Case Closed %
Response % Promoters
- 3. Making Every Step Count To be a Customer-Centric
organisation
- 4. Who are our customers? University Members (ourselves!)
Students EPs Organisations
- 5. What if we had the chance to do it again?
- 6. Right person should have been targeted Students needs and
wants should have been considered Emails should have a 24 hour
response time for fast, reliable support What can be done?
- 7. Members need to have the right sales training Members need
to understand the product they are selling, and the value and
benefits What can be done?
- 8. Clear expectations with the EP regarding projects (from the
very start!) Take care and build rapport with the EP What can be
done? WHAT ABOUT MEMBERS?
- 9. Clear expectations with members regarding commitment (from
the very start!) Take care and support each other! What can be
done?
- 10. Fast-delivery for a reliable process Adequate research to
ensure the customer will be safe and will enjoy their experience
What can be done? - EPs
- 11. Fast-delivery for a reliable process Adequate research to
ensure the customer have what the right person for the job What can
be done? - TNs
- 12. Support EP experiences through constant and effective
communication Fast firefighting and problem-solving Being
responsible for your actions Reintegration and/or offer
post-exchange support What can be done?
- 13. An organisation exists because it provides value to the
market
- 14. SoWhat value do we provide? Purpose driven and meaningful
experiences Understand our customers Every step counts! People
oriented
- 15. CUSTOMER CUSTOMER CUSTOMER CUSTOMER STOMER CUSTOMER
CUSTOMER CUSTOMER
- 16. Benefits for us Organizational sustainability Customer
loyalty High quality CEM
- 17. Listen to customer needs IN SUMMARY. Training &
Knowledge Deliver on your promises
- 18. Customer-centricity is about every team and individual in
the organisation, not just customer service It is a journey, not a
sprint
- 19. Your promise 3 steps 1 Write down your promise to help your
LC deliver high quality customer experience 2 Let the person
sitting next to you take a picture of you holding your promise 3
Follow up on each other on May 18th have you delivered on your
promise?