#3 sdp what quality servicing for customer loyalty
DESCRIPTION
TRANSCRIPT
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Webinar #3
What. Quality Servicing for Customer Loyalty
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GIP
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Customer Loyalty
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Customer loyalty
customer acquisitionand retention
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Customer loyalty is about
• Attracting the right customer;
• Getting them to buy;
• Buy often;
• Buy in higher quantities;
• Bring you even more customers.
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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
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Customer Loyalty
Marketing Campaigns
Customer Servicing
Showcasing
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Marketing Campaigns
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Thinking by benefits
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Customer Servicing
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What is Customer Servicing?
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Sale is not a finish!!!
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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.
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Customer servicing goals
Maintain and strengthen partnership
Share our market based
on strong brand
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Servicing
Account management
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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.
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External RELATIONS
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Who’s your girlfriend ?
LCP – Universities
LCP/PM – Government
oGIP – EPs, Candidates, Alumni
iGIP – Companies, Alumni
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How to makerelations successful ?
Think 1 minute and write in comments!
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TRUST
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TRUTH
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LISTEN
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Prioritise!
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Giving the BEST SERVICE!!!
Credibility
Attitude
Communication
Thorough product knowledge
Understanding needs
Support
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- 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)
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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
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Evaluation
- Measurement Surveys
- Ask for feedback
- Be flexible and adjust
- What product do you offer next?
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REPORTING
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Customers
Relations
Management
(CRM)
Knowledge
Management =
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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
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TRANSITION
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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
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• 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
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Servicing in oGIP
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Standardized GIP EP flow
Lead on ORS TN on OPMailer from
AIESECInvitation for
interview
Interview Contract Key TrainingApplication for TN from
OP
Registration on [email protected]
Searching for TN
Constant tracking by EP-manager
Inner journey meeting
EP MatchedAdvanced
Training (OPS)
Visa/TicketsConstant support
during Re
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Key training: Knowledge and principles
AIESEC Knowledge
Key working principles
Leadership in GIP
MA toolsCV/
Cover letter
Interview passing
Action plan
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Constant tracking:efficiency
EP tracking tool
Mailers with TNs
Mail cc in applications
Action plan
NPS MA
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Use CRM!
• EP Tracking Tool: https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEhtWXlETFE&usp=drive_web#gid=1
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Inner journey meeting:reflection and replanning
Developing as a leader
Main problems and wins
Solutions and opportunities
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Advanced training (OPS):preparation
Culture Shock preparation
Soft Skills development
AmbassadorshipPreparation to
delivery
LEAD (PDP)
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OPS
• Local/National
• Myaiesec.net – all materials
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Support during internship:ensuring quality
Communication
Arrival checking
Conditions checking
NPS and firefighting
Leaving checking
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Use CRM!
• General LC EPs tracking tool
• Use Customer Gauge data
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Servicing in iGIP
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iGIP
•REMEMBER you have to service 2 stakeholders:
- TN-taker- Intern (EP)
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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
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Showcasing
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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
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Questions?