PRODUCTS & PLATFORMS

STEERING TEAM SUMMIT 2018

 Welcome to the new era of

CUSTOMER FLOW
A
W H Y I S T H I S I M P O R TA N T
In order for AIESEC to truly
be a customer centric
organization, we need to
start put our customers
first. This means adapting
the customer journey to fit
their needs.
WHY?

PUT THE
CUSTOMER
FIRST
 CUSTOMIZE
-DIFFERENT JOBS TO BE DONE
- DIFFERENT VALUE PROPOSITION
 OPP PROVIDER
YOP
CONSUMER
PRODUCER
YOUNG PERSON POP
WHY?

ATT CONS VD BA
WHY?

ATT CONS VD BA ATT CONS VD BA

 Current customer flow
ATTRACTION

CONSIDERATION

VALUE DELIVERY

BRAND
ADVOCACY
 THE NEW
CUSTOMER FLOW
 ATTRACTION The New
CUSTOMER FLOW
CONSIDERATION

POST EXPERIENCE PREPARATION

Cyclic
EXPERIENCE 4 to 5 phases
Value delivery renamed
Brand Advocacy dispersed
 2-sided
ATTRACTION
Customer Flow ATTRACTION

Intersected
CONSIDERATION CONSIDERATION

POST PREPARATION POST

PREPARATION
EXPERIENCE EXPERIENCE

EXPERIENCE EXPERIENCE

Youth Partner
CUSTOMER FLOW
BY PRODUCT
 ATTRACTION

Visitor -Open Customer Flow

CONSIDERATION BR
EA
K
Open - APL

AP
APL - ACC

D
ACC - APD
APD-OPEN
POST
PREPARATION
EXPERIENCE
APD-RE
FI - CO
CO - Open

EXPERIENCE

Status RE - FI

Youth
 ATTRACTION

Customer Flow Visitor - Sign-up

CONSIDERATION

D
AP
Sing-up - OPP for review

K
OPP for review - Open

EA
BR
Open - APD
APD-OPEN
PREPARATION POST
EXPERIENCE
APD - RE
FI - CO
CO - Open

EXPERIENCE

RE - FI Status
Partner
 ATTRACTION ATTRACTION

Visitor -Open
Customer Flow Visitor - Sign-up

CONSIDERATION BR
CONSIDERATION
EA
K

D
Open - APL

AP
Sing-up - OPP for review

AP

K
APL - ACC OPP for review - Open

EA
D

BR
ACC - APD Open - APD
APD-OPEN APD-OPEN
POST PREPARATION POST
PREPARATION
EXPERIENCE EXPERIENCE
APD-RE APD - RE
FI - CO FI - CO
CO - Open CO - Open

EXPERIENCE EXPERIENCE

Status RE - FI RE - FI
Status
Youth Partner
 Youth Status GV Customer Flow
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Open Open - APL APD - RE RE - FI FI - CO

APD - OPEN
APL - ACC CO -Open

BREAK APD
ACC - APD

Partner Status
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Sing-up Sign-up - OPP for review APD - RE RE - FI FI - CO

OPP for review - Open APD - Open CO - Open

Sing-up - OPP for review Open - ACC

BREAK APD

Open - APD ACC - APD

 ATTRACTION

Visitor -Open Customer Flow

CONSIDERATION BR
EA
K
Open - APL

AP
APL - ACC

D
ACC - APD
APD-Open
POST
PREPARATION
EXPERIENCE
APD-RE
FI - CO
CO - APL

EXPERIENCE

Status RE - FI

Youth
 ATTRACTION

Customer Flow Visitor - Sign-up

CONSIDERATION

D
Sign up- OPP created

AP
K
OPP created - OPP review

EA
BR
OPP review - OPP Open
OPP Open - ACC
APD-Open
ACC - APD
PREPARATION POST
EXPERIENCE
APD - RE
FI - CO
CO - Open

EXPERIENCE

RE - FI Status
Partner
 ATTRACTION ATTRACTION

Visitor -Open Visitor - Sign-up

Customer Flow
CONSIDERATION BR
CONSIDERATION
EA
K

D
Open - APL Sign up- OPP created

AP
AP
OPP created - OPP review

K
APL - ACC

EA
D

BR
ACC - APD OPP review - OPP Open
OPP Open - ACC
APD-Open APD-Open
ACC - APD
POST PREPARATION POST
PREPARATION
EXPERIENCE EXPERIENCE
APD-RE APD - RE
FI - CO FI - CO
CO - Open CO - Open

EXPERIENCE EXPERIENCE

RE - FI RE - FI
Status Status
Youth Partner
Youth Status GE Customer Flow
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Open Open - APL APD - RE RE - FI FI - CO

APD - OPEN
APL - ACC CO - Open

BREAK APD
ACC - APD

Partner Status
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Sing-up Sing-up -OPP created APD - RE RE - FI FI - CO

OPP created - OPP review APD - Open CO - Open

OPP review - OPP Open

BREAK APD
OPP Open- ACC

ACC - APD
 ATTRACTION

Customer Flow
CONSIDERATION BR
EA
K
Open - APL

AP
APL - ACC

D
ACC - APD
APD-OPEN
POST
PREPARATION
EXPERIENCE
APD-RE
FI - CO
CO - Open

EXPERIENCE

Status RE - FI

Youth
 ATTRACTION

Customer Flow Visitor - Sign-up

Sign-up - OPP created
CONSIDERATION OPP created - OPP review
OPP review - OPP Open

D
OPP Open - ACC

AP
K
EA
ACC - APD

BR
APD-Open
PREPARATION POST
EXPERIENCE
APD - RE
FI - CO
CO - Open

EXPERIENCE

RE - FI Status
Partner
 ATTRACTION ATTRACTION

Customer Flow Visitor - Sign-up

Sign-up - OPP created
CONSIDERATION CONSIDERATION OPP created - OPP review
BR OPP review - OPP Open
EA
K

D
Open - APL OPP Open - ACC

AP
AP

K
APL - ACC

EA
ACC - APD

BR
ACC - APD
APD-OPEN APD-Open
POST PREPARATION POST
PREPARATION
EXPERIENCE EXPERIENCE
APD-RE APD - RE
FI - CO FI - CO
CO - Open CO - Open

EXPERIENCE EXPERIENCE

Status RE - FI RE - FI
Status
Youth Partner
 Youth Status GT Customer Flow
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Open Open - APL APD - RE RE - FI FI - CO

APD - OPEN
APL - ACC CO - Open

BREAK APD
ACC - APD

Partner Status
ATTRACTION CONSIDERATION PREPARATION EXPERIENCE POST EXPERIENCE

Visitor -Sing-up Opp Open - ACC APD - RE RE - FI FI - CO

Sing-up - OPP Created ACC - APD APD - Open CO - Open

BREAK APD
OPP created - OPP review

OPP review - OPP Open

 2-sided
ATTRACTION
Customer Flow ATTRACTION

Intersected
CONSIDERATION CONSIDERATION

POST PREPARATION POST

PREPARATION
EXPERIENCE EXPERIENCE

EXPERIENCE EXPERIENCE

Youth Partner
THANK
YOU.