17. From zero to 1.2 billion in 10 years
From the online shoe shop to best
customer service company
Always delivering their promise
Every customer matters
28. Our ability to respond rapidly and effectively to
customers in need.
Net
Promoter
Score
Fire-Fighting
How “engaged” are our
customers with AIESEC?
Response Rate
How good are we at
creating powerful
experiences?
% of Promoters
31. "For the things we have to learn before we
can do them, we learn by doing
them„ (Aristotle)
Remember, we are all in ELD phase!
‘E’ - means, experiential!
38. What will MCs do about CEM
• National Education
• Reporting to AI / National Plenary / External Stakeholders / BoA
• Integration in operations: Incentives & Reporting
• Story telling! (Success of LCs + Impactful Experiences)
Drive National Programme
Strategies & Processes
improvement by:
•Addressing key detractors
issues
•Understanding key
reasons behind promoters
Communicate CEM in:
•Outgoing Preparation
Seminars
•Customer Incentives
to reply
Auditing & Tracking
LCs actions
Overall
%%
PromotersPromoters
ResponseResponse
RateRate
CasesCases
Closed /Closed /
CasesCases
OpenOpen
NPS
39. • Local Education
• Reporting to MC / Local Plenary / External Stakeholders / BoA
• Story telling! (Impactful Experiences)
What will LCs do about CEM
Drive National Programme
Strategies & Processes
improvement by:
•Addressing key detractors
issues
•Understanding key
reasons behind promoters
Communicate CEM in:
•Outgoing Preparation
Seminars
•Customer Incentives
to reply
Auditing & Tracking
LCs actions
Overall
%%
PromotersPromoters
ResponseResponse
RateRate
CasesCases
Closed /Closed /
CasesCases
OpenOpen
NPS
40. Our ability to respond rapidly and effectively to
customers in need.
Net
Promoter
Score
Fire-Fighting
How “engaged” are our
customers with AIESEC?
Response Rate
How good are we at
creating powerful
experiences?
% of Promoters