customer experience management
DESCRIPTION
TRANSCRIPT
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CEM oGCDP Summit
Fruit Peak
Maricrys Agreda
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oGCDP Summit
Fruit Peak
¿Qué es CEM?
Costumer Experience Management
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oGCDP Summit
Fruit Peak
¿Qué involucra? ¿Con qué se trabaja?
Co-delivery
Issues Segmentation
Lead for EPs
NPS
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Co-DeliveryPre
ExchangeDuring
ExchangePos
Exchange
Sending EntitySending Entity
Hosting EntityHosting Entity
Extreme work
Extreme work
Extreme work
Low Responsibility Low Responsibility Low Responsibility
Shared Responsibilities
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oGCDP Summit
Fruit Peak
¿Qué involucra? ¿Con qué se trabaja?
Co-delivery
Issues Segmentation
Lead for EPs
NPS
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oGCDP Summit
Fruit Peak
¿Qué hay detrás de los números?
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oGCDP Summit
Fruit Peak
Experiencias
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oGCDP Summit
Fruit Peak
¿Cuál es la mejor experiencia que has
entregado hasta ahora?
¿Quisieran que más personas vivan este tipo
de experiencia?
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oGCDP Summit
Fruit Peak
¿Por qué Costumer Experience?
¿Por qué nos debe importar?
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oGCDP Summit
Fruit Peak
…Porque tenemos que captar muchos Eps…
…Tenemos que saber qué es lo que quieren y
cómo entregarles las mejores experiencias…
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oGCDP Summit
Fruit Peak
¿Sabemos que tipo de experiencias estamos
entregando?
Aún no…..
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oGCDP Summit
Fruit Peak
La solución es….
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oGCDP Summit
Fruit Peak
NET PROMOTOR SCORE
http://www.youtube.com/watch?v=bH242Nc5GHA
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oGCDP Summit
Fruit Peak
NET PROMOTOR SCORE
NPS se basa en que los clientes de una organización se pueden divider en:
• Promoters• Passives• Detractors
Con ello también podemos ver comentarios, feedbacks y data numérica
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oGCDP Summit
Fruit Peak
NET PROMOTOR SCORE
100 respuestas– 60: Entre 9 -10 | 60%– 20: Entre 7-8 | 20%– 20: Entre 6-0 | 20%
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oGCDP Summit
Fruit Peak
NET PROMOTOR SCORE
¿Cuando las envian?– Matched– Realized– Complete
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oGCDP Summit
Fruit Peak
¿Qué más?
Comentarios de los EPs
% de Respuestas
Fire Fighting Cases
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oGCDP Summit
Fruit Peak
If we want to grow ELD, we NEED to increase our
Customer Loyalty!
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oGCDP Summit
Fruit Peak
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
CEM¡¡¡En todo los
niveles!!!
¡¡¡Dónde las ACCIONES
SUCEDEN!!!
AIESEC Internacional
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oGCDP Summit
Fruit Peak
MoS
KPI
KPIKPI
MoS for
Quality
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oGCDP Summit
Fruit Peak
Net Promoter
Score
Cases Closed / Cases Open
% of PromotersResponse Rate
Nuestra Capacidad para responder rápido y efectivamente a las necesidades de nuestros
Eps
Qué tan “Enganchados” están nuestros EPs con
AIESEC
Que tan bien estamos creando experiencias de
calidad