1. Customer Loyalty
MAX
Wednesday, 6 November 13

2. Who are our
customers?
Wednesday, 6 November 13

3. Why should we
care about
Customer Loyalty?
Wednesday, 6 November 13

4. Why are our
partners important?
Wednesday, 6 November 13

5. Youth leadership is
enabled by
partners
Wednesday, 6 November 13

6. Wednesday, 6 November 13

7. =
Wednesday, 6 November 13

8. Loyal Customers
Wednesday, 6 November 13
=

9. Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

10. co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

11. More and
Better
Experiences
co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

12. More and
Better
Experiences
share our
vision
co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

13. More and
Better
Experiences
understand
the purpose of
learning
share our
vision
co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

14. understand
the calibre of
the network
More and
Better
Experiences
understand
the purpose of
learning
share our
vision
co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

15. more
challenging Job
descriptions
understand
the calibre of
the network
More and
Better
Experiences
understand
the purpose of
learning
share our
vision
co-develop leadership
Loyal Customers
Wednesday, 6 November 13
=Long Term Partners

16. 3x
Wednesday, 6 November 13

17. 3x
Wednesday, 6 November 13
more resources
to a raise a new partner
than to retain a current one

18. Wednesday, 6 November 13

19. 80%
20%
Wednesday, 6 November 13

20. 80%
business
customers
20%
Wednesday, 6 November 13

21. what is customer
loyalty?
Wednesday, 6 November 13

22. what is customer
loyalty?
“Customer loyalty is all about attracting the right customer, getting
them to buy, buy often, buy in higher quantities and bring you even more
customers.”
Wednesday, 6 November 13

23. what is customer
loyalty?
“Customer loyalty is all about attracting the right customer, getting
them to buy, buy often, buy in higher quantities and bring you even more
customers.”
“Treat others how you would like to be treated.”
Wednesday, 6 November 13

24. Share experiences of what some people say
about partners.
What are the common things that our
partners say...
Lack of responsiveness
Limited Traineeship
When we asked a partner if they’d take on a
trainee again they said, maybe?
How do we treat our
partners?
Is this really want our partners to think of
us?
What do our trainees say?
Wednesday, 6 November 13

25. Wednesday, 6 November 13

26. CUSTOMER RETENTION
Wednesday, 6 November 13

27. PARTNERSHIP
UPSCALING
CUSTOMER RETENTION
Wednesday, 6 November 13

28. CUSTOMER
LOYALTY
PARTNERSHIP
UPSCALING
CUSTOMER RETENTION
Wednesday, 6 November 13

29. Customer loyalty
doesn’t just happen...
Wednesday, 6 November 13

30. Customer loyalty
doesn’t just happen...
we have to build it!
Wednesday, 6 November 13

31. Why are our
Trainees important?
Wednesday, 6 November 13

32. It’s also about putting
yourself in the trainees
shoes.
How would you like to be
treated.
Wednesday, 6 November 13

33. “Treat others how you would like to be treated.”
It’s also about putting
yourself in the trainees
shoes.
How would you like to be
treated.
Wednesday, 6 November 13

34. “Treat others how you would like to be treated.”
It’s also about putting
yourself in the trainees
shoes.
How would you like to be
treated.
Wednesday, 6 November 13

35. Where we fail to deliver our promise
Wednesday, 6 November 13

36. Highlight the key things
that Trainees need
support with:
- accommodation
- Visa
- Preparation
-Cultural integration
Wednesday, 6 November 13

37. Some of the amazing experiences
Wednesday, 6 November 13

38. Wednesday, 6 November 13

39. Wednesday, 6 November 13

40. How do we want
to be known by
our
Customers?
Wednesday, 6 November 13

41. Wednesday, 6 November 13

42. remarkable
Wednesday, 6 November 13

43. remarkable
trust worthy
Wednesday, 6 November 13

44. remarkable
trust worthy
worth staying with
year after year
Wednesday, 6 November 13

45. our behaviours
Wednesday, 6 November 13

46. our behaviours
reliable
Wednesday, 6 November 13

47. our behaviours
reliable
proactive
Wednesday, 6 November 13

48. our behaviours
reliable
trustworthy
proactive
Wednesday, 6 November 13

49. our behaviours
reliable
trustworthy
proactive
Wednesday, 6 November 13
dynamic

50. our behaviours
reliable
proactive
Wednesday, 6 November 13
resourceful
trustworthy
dynamic

51. how?
Wednesday, 6 November 13
“CEPT”

52. how?
Conversation
Wednesday, 6 November 13
“CEPT”

53. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement

54. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement
Product and
Process Improvement

55. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement
Product and
Process Improvement
Talent
Capacity

56. Ask who knows what
the process is after
raise.
Process after raise?
Wednesday, 6 November 13

57. Wednesday, 6 November 13

58. Raise
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59. Raise
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Match

60. Raise
Wednesday, 6 November 13
Match
Realise

61. Explain what they need
to do once they’ve raised
ie. sending the contracts
over to me to sign.
Creating the internal
delivery timeline
Raise
Wednesday, 6 November 13
Match
Realise

62. Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
Wednesday, 6 November 13

63. Timeline for the
whole sales
process (raiseRe-reraise)
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
Wednesday, 6 November 13

64. Timeline for the
whole sales
process (raiseRe-reraise)
AIESEC’s
Responsibilities
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
Wednesday, 6 November 13

65. Timeline for the
whole sales
process (raiseRe-reraise)
AIESEC’s
Responsibilities
partners
responsibilities
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
Wednesday, 6 November 13

66. Timeline for the
whole sales
process (raiseRe-reraise)
AIESEC’s
Responsibilities
partners
responsibilities
partnership
review timeline
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
Wednesday, 6 November 13

67. Timeline for the
whole sales
process (raiseRe-reraise)
AIESEC’s
Responsibilities
partners
responsibilities
partnership
review timeline
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
internal document
Wednesday, 6 November 13

68. Timeline for the
whole sales
process (raiseRe-reraise)
AIESEC’s
Responsibilities
partners
responsibilities
partnership
review timeline
Partnership delivery
Timeline and
responsibilities
Explain the value of
creating this and why it
is important as a
tracking tool as well for
members but also setting
expectations with the
company
internal document
Wednesday, 6 November 13
external document

69. Wednesday, 6 November 13

70. Raise
Wednesday, 6 November 13

71. Raise
Wednesday, 6 November 13
Match

72. Raise
Match
Sourcing
Wednesday, 6 November 13

73. Sourcing
- Available Forms tracker
- DAAL Files
-MYAIESEC.net : liking Eps, accept applications
- Podio
-IT GIP CLUSTER
- Raising matchable Forms!
Wednesday, 6 November 13

74. Sourcing
- Available Forms tracker
- DAAL Files
-MYAIESEC.net : liking Eps, accept applications
- Podio
-IT GIP CLUSTER
- Raising matchable Forms!
2 weeks MAX for 1st
round of apps
Wednesday, 6 November 13

75. Wednesday, 6 November 13

76. before send candidates
through to company, ask
to send you an eP
Acceptance NOte!
Wednesday, 6 November 13

77. Wednesday, 6 November 13

78. Co-Ordinating Interviews
Wednesday, 6 November 13

79. Exchange company and EP acceptance note
Agree on the start date
Wednesday, 6 November 13

80. Match
Exchange company and EP acceptance note
Agree on the start date
Wednesday, 6 November 13

81. Wednesday, 6 November 13

82. Visa logistics
Tier 5 Visa
Wednesday, 6 November 13

83. Wednesday, 6 November 13

84. expectation
setting
Wednesday, 6 November 13

85. expectation
setting
Wednesday, 6 November 13
Trainee
handbook

86. expectation
setting
Wednesday, 6 November 13
Trainee
handbook
Support
with
Arranging
travel

87. expectation
setting
Wednesday, 6 November 13
Trainee
handbook
Support
with
Arranging
travel
Airport pick
up

88. expectation
setting
Phone
Wednesday, 6 November 13
Trainee
handbook
Support
with
Arranging
travel
Airport pick
up

89. expectation
setting
Phone
Wednesday, 6 November 13
Trainee
handbook
national
INsurance
Number
Support
with
Arranging
travel
Airport pick
up

90. expectation
setting
Phone
Wednesday, 6 November 13
Trainee
handbook
national
INsurance
Number
Support
with
Arranging
travel
Accommodation
Airport pick
up

91. expectation
setting
Trainee
handbook
Support
with
Arranging
travel
Bank Account
Phone
Wednesday, 6 November 13
national
INsurance
Number
Accommodation
Airport pick
up

92. expectation
setting
Trainee
handbook
Support
with
Arranging
travel
Bank Account
Phone
Wednesday, 6 November 13
Airport pick
up
Phone
national
INsurance
Number
Accommodation

93. expectation
setting
Trainee
handbook
Support
with
Arranging
travel
Bank Account
Phone
Wednesday, 6 November 13
Airport pick
up
Phone
national
INsurance
Number
Accommodation
Cultural
integration

94. expectation
setting
Trainee
handbook
Support
with
Arranging
travel
Airport pick
up
Trainee ReceptionPhone
Bank Account
Phone
Wednesday, 6 November 13
national
INsurance
Number
Accommodation
Cultural
integration

95. It’s about being the
support net work for our
trainees and culturally
integrating them into
the UK. Remember those
shoes?
Support Network
Wednesday, 6 November 13

96. Wednesday, 6 November 13

97. Wednesday, 6 November 13

98. With our partners
and Trainees
Wednesday, 6 November 13

99. how?
Wednesday, 6 November 13
“CEPT”

100. how?
Conversation
Wednesday, 6 November 13
“CEPT”

101. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement

102. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement
Product and
Process Improvement

103. “CEPT”
how?
Conversation
Wednesday, 6 November 13
Engagement
Product and
Process Improvement
Talent
Capacity

104. Tips and Tricks
Account Management
Wednesday, 6 November 13

105. Visioning
Wednesday, 6 November 13

106. How can we Engage more
with our customerS?
Group activity
brainstorming how we
can engage our partners
& trainees.
Wednesday, 6 November 13

107. Wrap Up
1. What is customer loyalty?
2. Why is it important?
3. How can we develop customer loyalty?
4. Key learning points from for the
delivery process
5. How can we develop customer loyalty?
6. What can we do to engage our
customers?
Wednesday, 6 November 13