Service Unit Meeting Presentation Winter 2015 K-5 Customer Engagement Initiative K-5 CEI K-5 CEI

(insert your name) Volunteer Project Committee Confidential and Proprietary - Not for Public Distribution - Do Not Copy 2

WHY CHANGE? IF you want to be different, you have to change! 4

Our Core Business 5

Customer Pain Points 6 Onerous time commitment Volunteer training and onboarding overwhelming Inconsistent communication Confusing processes

And so…

Confidential and Proprietary - Not for Public Distribution - Do Not Copy 8 K-5 Projects A fun & easy Volunteer Toolkit to help volunteers work with girls Growing Membership through the Implementation of National Recruitment Campaign New Volunteer Systems & Business Process to Recruit, Retain and Engage Volunteers

Volunteer Systems 9

10 K-5 Operating Model

11 Volunteer Recruitment marketing Be a role model she’ll always remember! New Facebook ads targeting volunteers Increased visibility with Volunteer Match & LinkedIn Integrated “Join” & “Volunteer” on Cookie sites

12 Welcome to Daisy marketing

Volunteer Toolkit (VTK) 14

Customer Care Specialist will staff a customer “help desk”. – The help desk serves as the first line of contact for volunteers and members – Refer to our solutions bank located in the cloud (data base). – More in-depth needs referred to subject matter specialists as needed. Customer Care

Introducing… GSNEO Customer Care

Some Sample Questions 17 Where do the badges/patches get placed on a uniform? How do I donate an item to the GSNEO Museum What are appropriate fundraising activities for my troop to participate in? How and when do I turn my form into for super troop? What is my ACH Pin number?

GSNEO Customer Care Team is ready to assist you!

So… now what? Confidential and Proprietary - Not for Public Distribution - Do Not Copy 19 Make sure all your data is correct in Troop Management, and make sure it’s all complete. Make sure all your girls are registered (and adults) and make sure you’re troop is ready to renew come April. Talk with your troop and determine how many girls your troop is open to. Get excited about improvements and tell your families!

Questions? 20