Webinar #3 What. Quality Servicing for 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
Thinking by benefits
What is Customer Servicing?
Sale is not a finish!!!
What is servicing? â€˘ Customer service is a series of activities designed to enhance the level of customer satisfaction â€“ 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
Whoâ€™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.
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!
Giving the BEST SERVICE!!!
Thorough product knowledge Understanding needs Support
- Build your daily schedule/priorities around these deliverables - Profitability Management All sales are not the same Graph: Time â€“ 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?
Customers Relations Management (CRM)
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
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
Application for TN from OP
Registration on my@.net
Searching for TN
Constant tracking by EP-manager
Inner journey meeting
Advanced Training (OPS)
Constant support during Re
Key training: Knowledge and principles AIESEC Knowledge Action plan
Key working principles
Leadership in GIP
CV/ Cover letter
Constant tracking: efficiency EP tracking tool
Mailers with TNs
Mail cc in applications
Use CRM! • EP Tracking Tool:
Inner journey meeting: reflection and replanning Developing as a leader
Solutions and opportunities
Main problems and wins
Advanced training (OPS): preparation Culture Shock preparation
Preparation to delivery
Soft Skills development
OPS • Local/National • Myaiesec.net – all materials
Support during internship: ensuring quality Communication
NPS and firefighting
Use CRM! • General LC EPs tracking tool • Use Customer Gauge data
Servicing in iGIP
iGIP â€˘ 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 • 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
Published on Apr 15, 2014