Cem session. 1

Customer Experience Management

Appendix

•What is CEM?•Why is it important?•What is NPS and how we measure it?•How to capitalize on that data

What is Customer Experience Management

(CEM)?

…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!

…because 2015 means that we have to provide quality experiences.

# of GIPExperiences

# of GCDPExperiences

# of TLP Experiences

# of TMP Experiences

Quality of our Experiences

How do we get Customers’ Feedback?

MoS : Net Promoter Score

Video ;)

EPs – 3 times*Matched*Realized

*Complete

TMP/TLP - Twice per Year

Survey Explanation – TMP/TLP

• AIESEC is every day aiming every to facilitate life-changing experiences. For that, we will send surveys twice per year,in the months of May/June and November/December. You will receive a single survey for TMP regardless how many experiences you are having at the same time. Same rule applies for TLP.

• In fact, we want to hear what you think about the TMP and/or TLP programme in your entity not just your feedback for a specific role.

• What’s the benefit for you?• Official channel to ask for support or raise a complaint• Official space to let us know your ideas, inputs and feedbacks on how to provide better

Team experiences• What do we do with this feedback?• June/July and December/January are crucial months for organizational planning and re-

planning, so we want to hear your feedback to shape our Talent Planning.• Assess the state of our team members and leaders: Are they having a life-changing

experience?• Use your feedback to improve our operations and the way we structure teams and

experiences.• Rewards and recognitions for Team Leaders and Team Members

Survey Explanation for the EPs/Interns• AIESEC is every day aiming every to facilitate life-changing

experiences. For that, we want to:• Hear how your experience is going so we can understand

how to support you immediately.• Use your feedback to improve our operations.• Know if we are doing a good job in changing your life!• You will receive 3 surveys during your experience, in

different moments• Right after you’ve been accepted for an internship – Match

survey• Right after you’ve started you internship – Realization

survey• Right after you’ve finish you internship – Completion

survey

Opportunity to give us feedback about your induction, selection, our support in finding your internship, our

support in getting you visa and our communication with you

“I have asked many times for an EP manager that would be responsible for me, but they made somebody

responsible for me after my match..So, I didn't like the matching support..”

Opportunity to gives us feedback about your cultural preparation by your home entity, integration and logistical

support by your host entity and the clarity and alignment of your job description.

“The job must start immediately”

For Global Community Development: A cross-cultural living and working experience, The opportunity to create positive societal impact, Personal Development and overall AIESEC

support

Video ;)

But where is Quality and How do we measure it?

Raised Matched Realized

KPIs

MoS

NET PROMOTER SCORE

0 1 2 3 4 5 6 7 8 9 10

Detractors Passive Promoters

NPS = % of promoters - % of detractors

Scale: -100 to +100

200 surveys40 12040

20% 20% 60% NPS = 40

Net Promoter

Score

Cases Closed / Cases Open

% of PromotersResponse Rate

Our ability to respond rapidly and effectively to customers in need.

Net Promoter

Score

Cases Closed / Cases Open

How “engaged” are our customers with AIESEC?

Response Rate

How good are we at creating powerful

experiences?

% of Promoters

www.cg-express.com

Let’s see the system

Your LCPs will give you account & password

NPS

NPS

NPS by Segment

Responses

Self Selected Issues

Firefighting

Using the Scores

50 is our standard Cultural differences have a lot of influence

The score of our country partners affects us

Comparing entities NPS is wrongGoal set based on the evolution of NPS

Let’s Practice

• Collect data for every program (oGCDP, iGCDP, oGIP, iGIP, TMP, TLP) during Nov-Jun• NPS Score • % Promoters• % Response RateFor each status (Complete, Matched, Realized)

Put all data to NPS tracking tool

Filter → Experience Date Filter → Survey Date

Analyzing NPS with the right “glasses”

A practical team leader or executive leadership body experience

Personal and professional development Practical hard and soft skills development Activities which develop an entrepreneurial and responsible

attitude towards being a better leader

A practical team experience

Practical hard and soft skills development

Access to a global network

An entrepreneurial and responsible attitude towards being a better leader

A cross-cultural living and working experience

The opportunity to create positive societal impact

Personal Development

Activities which develop an entrepreneurial and responsible attitude towards being a better leader

A professional development experience

A cross-cultural living and working experience

Activities which develop an entrepreneurial and responsible attitude towards being a better leader

Our promise

Our success relies on our ability to deliver those promises

We make this promises because we believe these experiences will turn young people into change agents

EXPERIENCE DELIVERYProcess Improvement

Processes and activities we make to ensure the promise is delivered!

Pick-up

EP preparation

Education

Induction to AIESEC

Re-integration

Visa support

Transition

Personal goal setting

Etc…

Product packaging

NPS on Completed

NPS on Matched and Realized

Did we deliver the promise?

Are our operations helping us to deliver the promise?

HOW? - EXPERIENCE DELIVERYProcess Improvement

Analyze Data

Draw conclusions

Create goals and plans!

1. CustomerGauge• See comments• See self-select

issues

2. Talk to EPs / Team members and team leaders

1. What are the customer concerns?

2. How to solve / address customer concerns?

3. What will I focus on?

1. Set goals (% promoters)

2. Set actions, timeline and checkpoints to track progress

3. Have a focus for 6 months and weekly progress check

Using the Scores

50 is our standard Cultural differences have a lot of influence

The score of our country partners affects us

Comparing entities NPS is wrongGoal set based on the evolution of NPS

Let’s Practice

What actions will you take in order to improve

the processes?

Learnings? ? ?

Thank you ☺