Global

Volunteer

Academy

CUSTOMER FLOW

FOR YOUTH & PARTNERS

IN THIS SESSION YOU WILL FIND:

• What is Customer Flow

​

• Understand the Customer Flow for youth and partners

​

• Understand how to use the GV customer flow

What is

Customer Flow?

CUSTOMER FLOW

A Customer Flow represents the movement of a customer through the experience provided by the organization or company. Directly linked to the customer journey, the customer flow outlines the stages, statuses and activities that the person or organization goes through when engaging as a customer.

WHY IS IT IMPORTANT?

It allows organizations to understand where to improve processes based on the customer’s flow

It enables organizations to focus on movement and experience of customers

It ensures the customer’s experience is at the forefront of the organization’s processes

Global Volunteer

Customer Flow

NEW CUSTOMER FLOW

NEW CUSTOMER FLOW

Cyclic

From 4 to 5 phases

“Value Delivery” split and renamed

Brand advocacy dispersed

CONSUMER

PRODUCER

OPP PROVIDER

YOUNG PERSON

YOP

Why is it circle?

The reason why it is designed in a circle is because we want to make sure that our customers are satisfied with their experience. We want to encourage  them to continue partnering with AIESEC or keep having their AIESEC experiences. This is why we  want them to go back into consideration, where they will keep engaging with AIESEC’s programs and services.

Customer Flow

Visitor -Sign up

Sign up - APL

APL - ACC

ACC - APD

APD-RE

APD-OPEN

RE - FI

FI - CO

CO - Open

GV Customer Flow

Youth

Status

Visitor -Sign up

Customer Flow

Visitor - Sign up

OPP for review - Open

Open - APD

APD - RE

RE - FI

FI - CO

CO - Open

Sign up - OPP for review

APD-OPEN

GV Customer Flow

Visitor -Sign-up

Open - APD

Sing-up - OPP for review

Currently, these stages happen mainly offline

(without the partner accessing our platforms, through offline attraction, cold calling or in person sales)

VISITOR

Youth

Status

A young person visits AIESEC platform aiesec.org

An organization visits AIESEC platform aiesec.org or get to know about AIESEC offline

OPEN

The young person opens a profile in AIESEC platform

The organization meets, signs up a contract with AIESEC and opens an opportunity on aiesec.org

APL

The young person applies for an AIESEC opportunity

becomes a potential exchange participant

The opportunity receives applicants but this DOESN’T represents an STATUS for the Partner

ACC

The exchange participant (EP) is chosen for an opportunity becoming “accepted”

The Partner “ACCEPT” the EP for their opportunity

APD

The exchange participant (EP) has confirmed they

will take part by signing the contract and

paying for their experience.

The Partner understands the EP is “Approved” in their opportunity.

RE

The Exchange participant arrives in the country or territory and starts their experience period with the first day in the project

The Partner starts the project with the first day of work and the delivery of the project

FI

Exchange participant has their last day in the

Project and leaves the country

The Partner deliver with AIESEC the last day of the project and close the experience with the EP

CO

Exchange participant fills in the standards

survey on aiesec.org based on exchange standards

The Partner Receives feedback and report of the project by AIESEC

NOW WHAT?

Ensure that you understand the customer flow for youth and partners, regardless of your role

Use the customer flow in your daily job for understanding your processes and improving them

When planning activities, always come back to your customer journey to understand the bigger picture