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Webinar #3 What. Quality Servicing for Customer Loyalty


GIP


Customer Loyalty


Customer loyalty

customer acquisition and retention


Customer loyalty is about • Attracting the right customer; • Getting them to buy; • Buy often; • Buy in higher quantities; • Bring you even more customers.


What makes customer loyal • 73% - friendly employees or customer service representatives • 55% - ability to easily find information or request help • 36% - personalized experience • 33% - good reputation


Customer Loyalty

Marketing Campaigns

Customer Servicing

Showcasing


Marketing Campaigns


Thinking by benefits


Customer Servicing


What is Customer Servicing?


Sale is not a finish!!!


What is servicing? • Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.


Customer servicing goals

Maintain and strengthen partnership

Share our market based on strong brand


Servicing

Account management


Who’s account manager? An employee whose job is the day-to-day support of a particular customer's account with a business, and who serves as the primary point of contact between the customer and the company. The account manager position can provide customer support, technical support, planning and optimization for the account, as well as developing a relationship with the customer.


External RELATIONS


Who’s your girlfriend ? LCP – Universities LCP/PM – Government oGIP – EPs, Candidates, Alumni iGIP – Companies, Alumni


How to make relations successful ? Think 1 minute and write in comments!


TRUST


TRUTH


LISTEN


Prioritise!


Giving the BEST SERVICE!!!

Credibility

Attitude Communication

Thorough product knowledge Understanding needs Support


- Build your daily schedule/priorities around these deliverables - Profitability Management All sales are not the same Graph: Time – Profit (30-40 unprofitable, 20-30 bring most of profit)


MUST DO! • Promise only what you know you can deliver • Plan the time line together • Educate/inform involved entities ahead of time • Always be on time • Have consistent and open communication • Make right expectations


Evaluation - Measurement Surveys - Ask for feedback - Be flexible and adjust

- What product do you offer next?


REPORTING


Customers Relations Management (CRM)

=

Knowledge Management


Benefits • • • • • • • •

Streamlined sales and marketing processes Higher sales productivity Added cross-selling and up-selling Improved service, loyalty, and retention Higher close rates Better profiling and targeting Increased market share Higher overall profitability


TRANSITION


Tips and tricks • Personal relationships matter • Think/obsess on ROIR (Return On Investment in Relationships). • Phones beat email.

• A 3-minute call today can avoid a game-loser of a fiasco next month


Tips and tricks • It’s always your problem — you sold it to them • Regular progress meetings • Customized Products • Partnership expansion • Making Case study of the traineeship

• Remind about yourself from time to time • Walk your extra mile


Servicing in oGIP


Standardized GIP EP flow Lead on ORS

TN on OP

Mailer from AIESEC

Invitation for interview

Interview

Contract

Key Training

Application for TN from OP

Registration on my@.net

Searching for TN

Constant tracking by EP-manager

Inner journey meeting

EP Matched

Advanced Training (OPS)

Visa/Tickets

Constant support during Re


Key training: Knowledge and principles AIESEC Knowledge Action plan

Key working principles

Interview passing

Leadership in GIP

CV/ Cover letter

MA tools


Constant tracking: efficiency EP tracking tool

NPS MA

Action plan

Mailers with TNs

Mail cc in applications


Use CRM! • EP Tracking Tool:

https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEh tWXlETFE&usp=drive_web#gid=1


Inner journey meeting: reflection and replanning Developing as a leader

Solutions and opportunities

Main problems and wins


Advanced training (OPS): preparation Culture Shock preparation

LEAD (PDP)

Preparation to delivery

Soft Skills development

Ambassadorship


OPS • Local/National • Myaiesec.net – all materials


Support during internship: ensuring quality Communication

Leaving checking

NPS and firefighting

Arrival checking

Conditions checking


Use CRM! • General LC EPs tracking tool • Use Customer Gauge data


Servicing in iGIP


iGIP • REMEMBER you have to service 2 stakeholders:

- TN-taker - Intern (EP)


Servicing in iGIP Create clear timeline together and follow it

Make reports and evaluate their expirience

Tracking of receiving right experience from both sides

Tracking of matching process

Set right expectations for TN-taker and EP and be sure that you delivering in.


Showcasing


Showcasing • Goal: Sharing your market, growing brand loyalty • Method: Story telling • Resource: Culture-shock.me, VK, FB • Tools: pictures, presentations by realized Eps on LCMs, promo events, etc. • Result: people buy from people, no wide promo


Questions?

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