25. We Don’t Care
Because We Don’t Understand
• Current Reality:
No safety policy or prevention measures exist globally
Increase amount of assaults, deportation, arrests,
injuries, deaths..etc.
Our membership are not able to act proactively or
reactively towards safety measures.
Safety
26. We Don’t Fulfill
Because We Don’t Know
• Current Reality:
No clear analysis or measures of delivery of the Standards
One of the main reasons of why we have unsatisfied
customers
Membership are not clear with what are the standards
and why is it important to fulfill them
Standards
27. We Don’t Improve
Because We Don’t Listen
• Current Reality:
We are not growing our NPS score which means that we are
still unable to take our customer seriously
Entities are not improving based on customer feedback
and unclear about how
Entities don’t even log-in or are familiar with their NPS
score
Satisfaction
29. Ensuring that the programs that we
provide to our students are:
We ensure the safety
of our participants
and that our
membership is aware
on how to act to
prevent and react
with Safety
We ensure that all
our students have the
experiences that
meet the standards
set and that every
member delivers on
that
We ensure that we are
listening to customers
to have a better
customer experience
management for
higher satisfaction
30. CLS Plan for 2013/2014
Safety
Standards
Satisfaction
International SOS
Standards Definition
Culture Building
Insurance
Measuring & tracking
standards delivery
Network Education
Safety Policy &
Guidance
ICB role and
evolution
Global CEM
Improve systems
35. Imagine
• … you are meeting an EP that just got matched and is
exited about going abroad for the first time in his life. He
does not know much about the culture and the reality of
the country he goes to and is not sure about his safety. But
as he is young motivated and exited he wants to go
anyway and thinks he will figure out and AIESEC will
anyways help him. What do you think he can rely on?
36. Duty of Care
• As provider of programs that sends students abroad we
have to take certain measures to fulfil our duty of making
our customers aware of what situation they are getting
into and what they need to do and how we help them
• From analysing our NPS comments we see that this is not
always the case and that often EPs are in unsafe
conditions while they are abroad
38. What we plan to do
• Have a professional partner to ensure safety standards
and support in our exchange programmes
• Ensuring every EP has a travel insurance for his stay
abroad
• Establish safety policies for exchange programmes,
members and conferences
46. What AIESEC can not provide
• Expertise in health and travel risk
• 24/7 hotline for emergencies
• Global coordination between safety stakeholders
(hospital, embassy, contact person)
• Ability to know movement of every EP
47. EP Insurance
• We want to make EP insurance mandatory for every EP
• Depending on country reality the solution can look
differently
• Want to ensure that every EP has access to insurance
48. Global solution
• Offer from insurance partner of international SOS
standardized offer for EP insurance
• Two models for GIP and GCDP
• Independent of country of origin and destination
• Affordable for every student
49. Next steps
• Present during VLM the projects
• Make EP insurance mandatory by IPM
• Countries develop their own process for ensuring every EP
has insurance
• Present Intl SOS services
• Make entities join the global membership of Intl SOS
• By summer 2013 all EPs should recceive Intl SOS
membership services – standard of the programme
54. We Don’t Fulfill
Because We Don’t Know
• Current Reality:
No clear analysis or measures of delivery of the Standards
One of the main reasons of why we have unsatisfied
customers
Membership are not clear with what are the standards
and why is it important to fulfill them
Safety
Standards
55. Ensuring that the programs that we
provide to our students are:
We ensure that all
our students have the
experiences that
meet the standards
set and that every
member delivers on
that
Safety
57. ROAD MAP!
- Research | Late October and November
2013
- Steering Team Input | November 2013
- AI Team Input | November 2013
- ICB Summit | December 2013
- Launch | IPM 2014
62. CLS Plan for 2013/2014
Safety
Safety
Standards
Satisfaction
International SOS
Standards Definition
Culture Building
Insurance
Measuring & tracking
standards delivery
Network Education
Safety Policy &
Guidance
ICB role and
evolution
Global CEM
Improve systems
63. Safety
Customer Experience Management
• The practice of designing and reacting to
customer interactions to meet or exceed
customer expectations and, thus, increase
customer satisfaction, loyalty and advocacy.
70. 4 Tips for MC to implement CEM
1
Safety
Make it a „thing‟
2
Educate
3
Allocate responsibles
4
Track, analyse & act!
71. MC
1
Engage
Respond
Promote
Safety
Make it a „thing‟
•Customer centric behavior: CLS at every communication channel
(Conf session, visit agenda, newsletters etc)
•Incentive systems: challenges, games, awards etc
•Policies: membership criteria,
compendium, other rights etc
74. MC
4
Engage
Respond
Promote
Safety
Track, analyse & Act!
Tracking
> To de done on a weekly basis
> Check which LCs are not following up on open cases and take action
> Check which LCs have good practices around fire-fighting and showcase it
Analysis
> To de done on a weekly basis
> Are we decreasing or increasing the number of open cases? Why? Take action!
> Are the cases coming mostly from an specific entity? Why? Take action!
> Are the cases open around the same issue/complaint? Input for process improvement and
product development!
