elegant female sitting at counter waiting for bartender to prepare cocktail

A Very Brief Introduction To Experience Management (XM)

Category: Management

(2 von 100)

Why: We want to convince you about the benefit of experience management so that you can grow a business on the learning principle.

Reading material: https://basecamp.qualtrics.com.

In a flash, here is how you do it!

1. Definition

What is Experience and Where it happens

Conscious moments, more specifically to perceptions, or to the knowledge and comprehension generated by the human conscious.

These are created throughout regular business activities like buying, selling, delivering, shop visiting, etc.

What is Experience Management

It is a discipline that helps businesses measure customers’ impression of the product and service to improve the metrics across all stakeholders.

This is done by continuously observing and interacting to use insights in satisfying needs in its ecosystem.

2. Elements for XM Implementation

“If you want to be a good brand and have a value exchange with the customer… you’ve got to have the listening mechanisms that can catch up to the customer as well.” – Kelly Soligon.

Here are 3 elements that you can think about when it comes to customer experiences.

  1. Competency: Lead, Realize, Activate, Enlighten, Respond, and Disrupt
  2. Technology: Collect X-Data
  3. Culture: Foster to build XM environment
Reference: https://www.xminstitute.com/multimedia/video-six-competencies-xm/

Take this as a big picture of what to do for experience management.

3. Continuously Learn

“Instead of focusing on the competition, focus on the customer.” – Scott Cook.

Insights you will realize with experience management are as follows.

  • Gaps in processes
  • Possible service enhancement
  • Redundant interaction
  • Moments for education or communication
  • Areas for further investigation

We are going to need the management system because experiences are varied with the perception of stakeholders.

The task here is to measure feedback and learn systematically.

workers handling detail by pneumatic tool in workshop

Conclusion

Every company is focusing on customers, so should your company. We suggested here that the experience of your product and service must be collected from customers.

The experience management system will help you turn these feedbacks into proper lessons systematically.

Make sure that your customer praise and complaints are learned.