cem processes

CEM Process

Customer Feedback

BHAG

Engage and Develop Every young person in the world

Word Of Mouth

Why are there detractors and passives?

Response Rate Part of your operations

Increasing Response Rate

Local Response RateWhat Content

Create policies

Include details of the surveys in the Acceptance Note and EP contracts to set proper expectations and commitment

Manage and execute operations

Analyze, who has not replied the surveys and get in touch with them to:

a. Sense reasons of not answeringb. Gather feedback directly

Give incentives to EPs to reply

Be creative! Some examples:1. Discount for a future EP fee2. % Refund from EP fee3. Sponsoring transportation / fee for

an AIESEC conference

Data Gathering

○ Know what the customer thinks/wants/feels

Talent Recruitment

Marketing EP Member

○ How do you do it with your EPs?

Surveys Phone Call follow ups

Face to Face Meetings

Facebook group

Fire-Fighting

Two types of problems:Structured Problems

Unstructured Problems

○ Familiar Problems

○ Easily defined

○ Information about problem is available and complete

○ New or Unusual problems – have not happened before

○ Information is ambiguous or incomplete

Programmed Decision Nonprogrammed Decision○ Make a repetitive decision

○ Handled through a routine approach

○ Set a procedure – becomes systematic

○ Actions that solve a problem in a relatively new way

○ Handled directly since it is an unfamiliar problem to solve

Fire-Fighting

1. Contact the EP within 48 hours

2. Ensure there's always a person/team responsible

3. Connect exchange delivery structure with fire-fighting structure

4. Have a clear communication map with EPs and host entities

Fire-Fighting

Vs.

Behaviors

The customer is always right

1. Don’t criticize, condemn, or complain

2. Give honest and sincere appreciation

3. Arouse in the other person an eager want

1. Become genuinely interested in other people

2. Smile.

3. A persons name, is to that person, the sweetest and most important sound in any language

4. Be a good listener

5. Talk in terms of the other persons interests

6. Make the other person feel important – and do it sincerely

Techniques in handling people

6 things to make people like you

Behaviors

1. The only way to get the best of an argument is to avoid it

2. Show respect for the other persons opinions. Never say “You’re wrong”

3. If you are wrong, admit it quickly and empathetically

4. Begin in a friendly way

5. Get the other person saying ‘yes’, ‘yes’ immediately

6. Let the other person do a great deal of the talking

7. Let the other person feel that the idea is theirs

8. Try honestly to see things from the other persons point of view

9. Be sympathetic with the persons ideas and desires

10.Appeal to the nobler motives

11.Dramatize your ideas

12.Throw down a challenge

Win people to your way of thinking

The customer is always right

Behaviors

What is success in CEM?

○ Experience delivery improvement

○ Conversion into promoters

○ Re-integration into different programs

○ Cases closed / Cases open

How?1. System usage2. Direct interaction!

What actions can be taken?

Solving issues Refunds

Updates about

measures taken

Follow - up

Internal Management

HR structures Procedures

Open Communication