PowerPoint Presentation

Building CEM Culture & StandardsCustomer Loyalty for StudentsGCDPGCDPGIPTMP/TLP

20122015

But if we continue growing at only our current growth rate then we will be nowhere near achieving 2015.

If we do not break these limits then this is what 2015 will look like

If this is what we want to achieve as AIESEC in 2015 then we can keep growing at this pace and be satisfied with it. Are you okay with that Rachel?

RW

I think the answer in my mind to that question is really simple. To be able to be the AIESEC we want to be in 2015, to be able to create those experiences because the world needs them we need to become a much better version of the AIESEC we are today, we need to become:

1st Challenge:Delivering on our purpose depends upon our ability to deliver quality leadership development in every experience

We promise to put our people first, and we wont accept anything less

green2nd challenge:Delivering on our purpose depends upon our ability to scale up and provide more experiences than ever before

Can we make the contrast stronger to make it visible from back that these are the same people (not dots)

20122015

But if we continue growing at only our current growth rate then we will be nowhere near achieving 2015.

If we do not break these limits then this is what 2015 will look like

If this is what we want to achieve as AIESEC in 2015 then we can keep growing at this pace and be satisfied with it. Are you okay with that Rachel?

RW

I think the answer in my mind to that question is really simple. To be able to be the AIESEC we want to be in 2015, to be able to create those experiences because the world needs them we need to become a much better version of the AIESEC we are today, we need to become:

The experiences we deliver today are not 100% the experiences we aim to provideWhat can we do?SatisfactionStandardsSafety15We Dont ImproveSatisfactionBecause We Dont Listen16

Building CEM culture & STANDARDS

Why?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionWhy?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionWhat is NPSHow NPS Helps OrganizationsNPS and AIESECMoS and KPIsCEMA. Why?MC & LCPsSatisfactionDelivery by: Content:Delivery To: All membersVirtual spaces & resourcesconferencesLc meetingsnewslettersA. Why?SatisfactionGeneral Comments:spaces:- MC/LC Presentations address the customer perspective always- At least twice a yearWhy?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionEps and interns stories sharingTl/tm stories sharingb. Lifechanging and not so lifechanging experiencesMC, LCPs, LCVPsSatisfactionDelivery by: Content:Delivery To: All members23Virtual spaces & resourcesShowcasing promotersconferencesLc meetingsNewslettersSatisfactionGeneral Comments:spaces:- At least a promoter and a detractor story on a weekly basisb. Lifechanging and not so lifechanging experiencesWhy?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionRa/ma/re growth due to promotersPD/PI contributing to growth of realizations and npsMC, LCPs, LCVPsSatisfactionDelivery by: Content:Delivery To: All membersC. Stories of growth of entites26Virtual spaces & resourcesShowcasing promotersconferencesLc meetingsNewslettersSatisfactionGeneral Comments:spaces:- At least 1 story a monthC. Stories of growth of entitesWhy?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionPeriodic reporting to board of advisors, local/national plenariesreporting and tracking on mc/lc levelMC, LCPs, LCVPsSatisfactionDelivery by: Content:Delivery To: All membersd. Data exposure29Virtual spaces & resourcesconferencesLc meetingsNewslettersSatisfactionGeneral Comments:spaces:- At least one report bi-weeklyd. Data exposureWhy?Lifechanging and not so lifechanging experiencesStories of growth entitiesData exposureCem challengeSatisfactionWhy run cem challenge?Ensuring local entities know how to run Cem loval level.SatisfactionReach a large number of people for culture shaping & EducationWhat is the cem challenge?Weekly webinars to Educate people about CEMSatisfactionWeekly tasks to guarantee the implementation of activitiesHow to run a cem challenge?SatisfactionDefine the scope of the challengeDefine the content and tasksEngage the LCs to participateCreate a tracking system and resource centerAllocate your HR to deliver the challengeRun it!

How to run a cem challenge?SatisfactionDefine the scope of the challenge- Goals of the challenge: (# LCs attending, # People attending, etc)- Timeline: (How many webinars and tasks you are running)- Target Audience: (Who do you want to attend: which operations, LCVPs, Team leaders, members)- Communication channels: (Set how you are going to communicate with the attendees: facebook group, Wiziq, email, etc)- Conditions/minimums for LCs/Prize: (Set the prize and the conditions for LCs to participate: # webinars attended, # tasks delivered, etc)How to run a cem challenge?Satisfaction2. Define the content of the webinars and tasksThe logic of CEMCulture shaping and education planHow to increase response rate and do fire-fightingHow to do process improvement and product developmentHow to give incentives and do reportingShowcasing successHow to run a cem challenge?Satisfaction3. Engage lcs to participate- Culture shaping(Deliver why sessions for awareness before the challenge)

- Align the challenge to national incentive system(Example: Give certificate for LCs and the certificate its a minimum criteria for National Excellence Awards)

- Create excitement in the network and invite them to join the challenge(Create an internal campaign, send videos, etc)

- Elect LC Customer Guardians/Ambassadors(They can engage the LC delivering sessions and track CEM implementation)How to run a cem challenge?Satisfaction4. Create a tracking system and a resource center - Webinar attendance(Track who is attending the webinars and the LCs minimums)

- Delivery of tasks(Track which LC is delivering the tasks and how the tasks are been delivered, give feedbacks)

- Keep all the resources in one place(webinars recording, links, ppts, etc)How to run a cem challenge?Satisfaction5. Allocate your hr to deliver the challenge- Define one final responsible for the challenge:(One MC member must be the final responsible)

- Facilitators:(Allocate the faci for each webinar and do the Dry Runs)

- Coaches:(Allocate LCs coach to support the LCs and track their results)How to run a cem challenge?Satisfaction6. RUN IT!!How to run an LC cem challenge?SatisfactionSubscribe in the national challengeAllocate responsible for the challenge and allocate one ambassador/guardianCreate excitement in the LC by giving CEM Sessions and Reporting about the challenge (Culture shaping and Education)Execute the tasksImplement the CEM in your entity!GCP SharingSatisfactionAIESEC in Brazil CEM ChallengeGoal: Educate operations to run CEMAttend the challenge is criteria to national awardsResults so far: 60 people/webinar, 15 LCs attending, response rate increased from 25% to 49%

AIESEC in BrazilQUESTIONS?