AIESEC in Ukraine: Fearlessly Gearing Towards 100% Customer Flow Implementation

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The journey for full Customer Flow Implementation started for us at the beginning of this year, as we clearly understood that there is one option to provide better and more leadership experiences and this option is to be as much customer centric as we can. Have we reached it? Not yet, but every day we are becoming closer to it. Will 100% of Customer Flow implemented mean that we have achieved it? Well, no. There is always a space to develop, especially in customer centricity, but what we know for sure: we are on the right way.
— AIESEC in Ukraine

Customer centricity is key towards AIESEC providing better leadership experiences to young people. AIESEC in Ukraine is joining many entities in making our customer flow better and more efficient. There is a lot you can learn from them. Find out in their story.

STEP ONE: Adapting to the first new customer flow

The first step we took back then was, changed the financial model that made our customers pay once they are approved.  

CHALLENGE: Changing the financial model.

SOLUTION: We had discussions within the entity and communicate how it does make sense and logic for customer to pay once they will get the opportunity.  

Things doesn’t stop there

STEP TWO: Automating the customer flow

CHALLENGE: Lead Generation and Conversion automation

SOLUTION:  We merged our social media channel and direct them to OP. We nurture our customer through automation with GetResponse. We haven't found a perfect automation flow but we always review it every week in order to get the best conversion through lead nurturing system. We tried to featured our oGT program in the past one month with landing page that we use from GetResponse. It turned out, out of 14 opportunities we have been featured through landing page, 5 of them are approved with our customer, even there are a lot of metrics that we need to track from the system itself. From that, we will work on how to make user interface more friendly of our featured opportunities in our landing pages and figure out how to make the best conversion.

 

We haven’t found a perfect automation flow but we always review it every week in order to get the best conversion through lead nurturing system

STEP THREE: Working for Value Delivery

The last part is value delivery. Our customer experience team and ECB are ensuring the standards and satisfaction for each and every of our customer everyday by listening through the feedback system that we have made while waiting for the development of our NPS system. At the same time, we are working on mapping our customer experience, to make sure that LEAD delivery is based on LDA.

Will 100% of Customer Flow implemented mean that we have achieved it? Well, no. There is always a space to develop, especially in customer centricity, but what we know for sure: we are on the right way.
— AIESEC in Ukraine