customer loyalty

Session’s objectives

All members see the importance of ensuring quality while increasing quantity

Delegates know the main strategies in CLO and CLS for the summer peak

Delegates apply the action steps for quality improvement immediately after the conference

I did get selected for Dicentral inVietnam, the company first decided toissue me the WP, then it backed off andnow I am left nowhere. Even AIESECwas not that helpful.

My internship was nothing more thanbeing made to either do jobs whichno one else wanted to do- I reallydon't wish it to anyone. I am very gladthis experience is finished, I didn't notlearn anything.

First of all we were misleadcompletely as to the jobdescription of the internship.There needs to be much morecommunication between theaiesec leaders and members. Wedid not receive enough supportfrom aiesec here in Vietnam, andthe organization andcommunication skills wereextremely poor.

I feel quite disappointedabout the LC that Iexchanged. They workedreally unprofessional, no plan,no clear description, nodirection about everything. Ihave to say that they didn'tcare too much about us, theyjust give excuses toeverything they can't do.

QUALITY QUANTITY

QUALITY QUANTITY

12

Power of Repeat Customers & Word of Mouth

2000A 2001A 2002A 2003A 2004A 2005A 2006A 2007A 2008F

Gross Sales 1.6 8.6 32 70 184 370 597 850 1,000

$0

$200

$400

$600

$800

$1,000

$1,200

Gro

ss S

ale

s ($ in

Ms)

Clarity of Why

https://www.cg-express.com/

Why becoming customer centric org?

Our MoS: NPS = %Promoters - % Detractors

1 2 3 4 5 6 7 8 9 10

DetractorsPromoters

Passive

Clarity of WhyOur ability to respond rapidly and effectively to customers in need.

Net Promoter

Score

Fire-Fighting:

Cases closed/ Cases open

How “engaged” are our customers

with AIESEC?

Response Rate

How good are we at creating

powerful experiences?

% of Promoters

In the second part…QUALITY CONTROL

Cases discussion and analysis

Outcome:

-Aware of possible factors affecting our service

-Aware of the MoS – Quality Standard as solutions

-Aware of current strategies and future direction

Case Discussion 1Grouping (2 mins): Divide yourselves into Exchange Programs

Task: Identify Promoters and Detractors Reasons based on given Feedbacks

Here comes the TOPDetractors!

AIESEC’s support during the experience

Opportunity to create positive societal

impact

Personal development

Personal Development planPersonal Goal setting

LogisticPick upAccommodationIntroduction to the org/project

oGCDP & oGIP

JDJD clarity

JD aligned with the TN

iGCDP

1. AIESEC’ support during the experience

2. Opportunity to create positive societal

impact

3. Personal development

4. Cross-cultural understanding &

awareness

iGIP

Communication

Communication effectiveness

during acceptance procedure

Communication by the Host LCProfessional Working Environment

Professional working environment

Role eand responsibilities within

the organisation

Promoters THUMB UP for…

WE HAVE SEEN THE PROBLEMS, NOW WHAT?

CHALLENGES!

QUALITY STANDARD

• Where are my Groups?

• Case Discussion 2! OUR SERVICE – OUR SOLUTIONS+Define which problem belongs to which factor. +Define your factor is in which process: Ma/Re? Where does your responsibility lie?+Any solutions?

Where are you now?

What are standards? – Minimum measures/terms/norms that are expected to be there.

It represents the details of the minimums of the experience

we want to deliver

Basic & important that is without it, it would be unacceptable to run the program without.

Let’s hear your MC’s voice! <3 CEM Initiatives

TOP 2 ISSUES in OGX

TOP 3 ISSUES in iGCDP

TOP ISSUES in iGIP

Yay! Almost there!Post conference Follow Up: actions to ensure quality & meeting standard.

Give me your thumb!