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.
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.
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.