1.
CEM
Process

2.
Customer Feedback

3.
BHAG
Engage and Develop Every young
person in the world

4.
Word Of Mouth

5.
Why are there detractors and passives?

6.
Response Rate
Part of your operations
Increasing Response Rate
Local Response Rate
What 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 answering
b. Gather feedback directly
Give
incentives
to EPs to
reply
Be creative! Some examples:
1. Discount for a future EP fee
2. % Refund from EP fee
3. Sponsoring transportation / fee for
an AIESEC conference

7.
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

8.
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

9.
Fire-Fighting

10.
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

11.
Vs.
Behaviors

12.
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
Behaviors

13.
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
The customer is always right
Behaviors

14.
What is success in CEM?
○ Experience delivery improvement
○ Conversion into promoters
○ Re-integration into different programs
○ Cases closed / Cases open

15.
How?
1. System usage
2. Direct interaction!

16.
What actions can be taken?
Solving
issues
Refunds
Updates about
measures
taken
Follow - up

17.
Internal Management
HR structures Procedures
Open
Communication