Webinar #3

What. Quality Servicing for Customer Loyalty

GIP

Customer Loyalty

Customer loyalty

customer acquisitionand 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 makerelations 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

• 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

Tips and tricks

Servicing in oGIP

Standardized GIP EP flow

Lead on ORS TN on OPMailer from

AIESECInvitation for

interview

Interview Contract Key TrainingApplication for TN from

OP

Registration on my@.net

Searching for TN

Constant tracking by EP-manager

Inner journey meeting

EP MatchedAdvanced

Training (OPS)

Visa/TicketsConstant support

during Re

Key training: Knowledge and principles

AIESEC Knowledge

Key working principles

Leadership in GIP

MA toolsCV/

Cover letter

Interview passing

Action plan

Constant tracking:efficiency

EP tracking tool

Mailers with TNs

Mail cc in applications

Action plan

NPS MA

Use CRM!

• EP Tracking Tool: https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEhtWXlETFE&usp=drive_web#gid=1

Inner journey meeting:reflection and replanning

Developing as a leader

Main problems and wins

Solutions and opportunities

Advanced training (OPS):preparation

Culture Shock preparation

Soft Skills development

AmbassadorshipPreparation to

delivery

LEAD (PDP)

OPS

• Local/National

• Myaiesec.net – all materials

Support during internship:ensuring quality

Communication

Arrival checking

Conditions checking

NPS and firefighting

Leaving 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 iGIPCreate clear

timeline together and

follow it

Tracking of matching process

Set right expectations for TN-taker and EP and be sure that you delivering in.

Tracking of receiving right

experience from both sides

Make reports and evaluate

their expirience

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?