customer experience management - exchange participants
DESCRIPTION
Customer Experience Management Outgoing Exchange Incoming Exchange AIESEC Poland NPS Net Promoter ScoreTRANSCRIPT
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Customer Experience Management
Exchange Participant
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Your Facis: Grzegorz Kłudczyński
Born and raised in Pruszków
Joined in 2009, LC Warszawa SGH
OC, OCVP and OCP of Career Days
LCVP TM
LCP
your MCVP iGCDP
Values vision, because long term perspective can give useful tips for what should be done now.
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Your Facis: Ana Sofia Espejo de la Puente
From Lima, Peru Joined in 2010, OGXLCVP OGX AIESEC Lima 2011Local Training Team Chair 2012NST OGX 2012MCVP OGX GCDP 2012-2013FACI ILC Panama 2013Your MCVP oGCDP
Values perseverance, stay true and believe in yourself so you will have no limits to reach your ambitions, never settle, take
risks and overcome your challenges with a smile! It’s all about attitude! :D <3
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Agenda of the session:
• Role Play• Overview of customer inputs• Action steps towards EP’s needs• Flow of customer experience
management• Business examples of CEM
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Who likes
babies?
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Who likes cute
babies?
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Who likes
sweet babies?
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We are going to
take care of babies
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Happy babies
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Crying babies
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What do babies need?
FoodDrinksSleepFun
AttentionLove
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EP’s are also
babies!
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Happy EP’s
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Crying EP’s
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What do EP’s need?
FoodAccomodation
IntegrationCultural experience
SightseeingInformation
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Tough choice ...
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Don’t worry
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NPS
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oGCDP
Likes• Information provided about
GCDP program• Matching support• Communication effectivity
during acceptance procedure
• The selection process• Induction to AIESEC
Dislikes• Communication effectivity
during acceptance procedure
• Visa documents and information
• The selection process• Matching support• Information provided about
the GCDP programme
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oGIP
Likes• Cross-cultural
understanding & awareness• Job-description clarity and
alignment• Intergration by the hosting
entity• Communication effectivity
during acceptance procedure
Dislikes• Communication effectivity
during acceptance procedure
• AIESEC’ support during the experience
• Visa documents and information
• Job-description clarity and alignment
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iGCDP
Likes• Cross-cultural
understanding & awareness• Information provided about
the GCDP programme• Personal development• Communication effectivity
during acceptance procedure
Dislikes• Communication effectivity
during acceptance procedure
• AIESEC’ support during the experience
• Logistical support• Visa documents and
information• Job-description clarity and
alignment
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iGIP
Likes• Cross-cultural
understanding & awareness• Communication effectivity
during acceptance procedure
• Professional development• AIESEC’ support during the
experience
Dislikes• AIESEC’ support during the
experience• Professional working
environment• Job-description clarity and
alignment• Integration by the hosting
entity
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Division!
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Recommendations for ICX
• Constant communication with EP– Checking if everything is ok– Informing in advance about what is going to
happen– Informing about any changes– Plan the communication with EP
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Recommendations for ICX
• Always be ready to react– React when EP needs it– Be prepared for most common cases– Have the capacity for urgent reaction for EP needs
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Recommendations for ICX
• Reception and integration– Plan EP integration with LC– Engaging host families– Integration with students from schools– Show Polish culture (travelling, seighseeing,
museums, teach Polish langauage)
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Recommendations for OGX
Before Exchange– Always be accesible and willing to help– Fulfill recruitment process as promised– Informing in advance about what is going to happen
and if there are changes– Be open to answering questions– Plan the communication and tracking with EP– Be supportive during the process– Informing and preparing for exchange– Be flexible and motivating
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Recommendations for OGX
During Exchange– Maintain contact and support with the EP– Maintain contact with TN Manager– React when EP needs it– Be prepared for most common cases– Have the capacity for urgent reaction for EP needs
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Customer Experience Flow
Recruitment Raising Matching Realization Evaluation
GTK @
Application
Acceptanc
e policies
Pre-
matching
Matching
Visa/
delivery/preparation
Realization
Follow up
Evaluation
Re-integration
Customer Experience
Hosting Entity Sending EntitySending Entity & Hosting Entity
Sending Entity & Hosting EntitySending Entity
Awareness of X conditions and details
Connection between EP and HE
Self reflection about impact and relevance
by EP
Matching Realization & Follow up Evaluation
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We need to be aware of what is happening to make sure we react on time.
It’s better to anticipate!
Minimum quality standards but always striving for more.
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Let’s think!What is my LC doing?
Are we servicing the best we can?
Are we doing anything about it?
How can we make it better?
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Activity
Analyze the current situation of your LC and how can you improve the quality of your service and
experiences.
NOW IDEAL ACTIONS
ICX
OGX
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Our EP’s are our “free” promoters To be relevant and trust-worthy by stakeholdersNo credibilityBad quality = bad PR
Why is CEM so important?
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Top 3 businesses with according to “2012 Customer Service Hall of Fame”:
#3: Apple#2: Google#1: Amazon
Secret: constant change and adaptabiliy to customer’s new needs
Even the most recognized businesses work with CEM!
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Amazon
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Our version?
NPS!!!
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Outcomes!What you have doneis your ACTION PLAN
to always improve your CEM for EP’s
From now onit’s YOUR RESPONSIBILITY
to give EP’s the best experience possibleby including servicing in your processes
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Good is not good enough!
NPS is our platformTo have constant feedbackAnd strive to be betterLet’s use it wisely!
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REMEMBERYoung people like us
Are living these experiencesAnd it depends on us
The positive impact they have.We have to work as both
sending and hosting entitiesTo assure the best experiences
we can offer to our youth.
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So let’s make our babies happy!
Thank you!