Gcdp experience

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Maximizing GCDP Experience!

Maximizing GCDP Experience!

Maximizing GCDP Experience!

Maximizing GCDP Experience!

Maximizing GCDP Experience!

Maximizing GCDP Experience!

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

It’s GCDP time!

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

MORE and BETTER while

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

We realized 17614 unique experiences in 2012

2012 goal achievement:

95% EP Re NPS:

46+3927 abs growth from 2011

+27 % rel growth from 2011

AP Contribution:

37%

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Last year…

14% detractor

s

59% promoters

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Last year…

2,465 detractor

s

10,392 promoters

Growth Quality

&

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

MORE and BETTER while

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Customer Experience Management for GCDP

Because we care!

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Our Customer XP is like a…

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

We are their compass!

Direction:

As many experiences which create PROMOTERS!

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

GCDP Issues

Top Promoters Issues – Matched: 1. Selection

panel/Interview2. Education about

AIESEC xp 3. Communication by

Host LC

Top Detractors Issues – Matched:4. Communication and

clarity about the process

5. Communication by Host LC

6. Education about AIESEC activities

Top Promoters Issues – Realized: 1. Integration into the

local culture2. Job description clarity3. Cultural preparation

meeting or event

Top Detractors Issues – Realized:4. JD aligned with TN

form5. Integration into the

LC6. Resource/contact

sharing for cultural preparation

Top Promoters Issues – Completed: 1. Support by host entity

during the experience2. Reintegration – space

to share exp.3. Personal Development

plan

Top Detractors Issues – Coompleted:4. Support by host entity

during the xp 5. Personal Development

plan6. Visible impact of the

project/organization

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Programme Planning Framework

Segment

Market

Customized

Product

Marketing

Channel

Focused

Sales

Supply based

delivery

Showcasing

Impact

Customer Experience Management

Customer Experience Management

ICX

OG

X

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Segment

Market

Customized

Product

Marketing

Channel

Focused

Sales

Supply based

delivery

Showcasing

Impact

How CEM influence product development?

Issue Segmentation

• JD clarity • Higher matching rate

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Segment

Market

Customized

Product

Marketing

Channel

Focused

Sales

Supply based

delivery

Showcasing

Impact

How CEM influence product development?

EP LEAD

improve experience of our exchange participants, and let them realize the leadership learning & growth derived from an exchange experience.

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

Segment

Market

Customized

Product

Marketing

Channel

Focused

Sales

Supply based

delivery

Showcasing

Impact

How CEM influence product development?

Partnership Delivery improvement:

Better understanding on roles and responsibility between sending and hosting entity

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

What is the behavior that we must have?

To serve

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ASIA PACIFIC EXCHANGE AND LEADERSHIP DEVELOPMENT SEMINAR 2013

“It’s not again about growth or quality. It’s about growing through quality”