The simplest possible explanation for what constitutes total experience management is “an ongoing commitment to continually improve the experiences of individuals at every stage of their interaction with a product or service”.
While many (perhaps most) businesses are very interested in the experiences of a customer or client, total experience management cares about everyone’s experience of your business. This includes employees and management, yes, but can go even further than that. Total experience management might seek to positively improve the perceptions of vendors, suppliers, neighboring businesses, the local community, etc.
Experience management doesn’t seek to silence critics or control narratives. Instead, the successful implementation of an experience management platform helps businesses respond (in real-time) to issues with the goal of meeting or exceeding expectations.
This white paper will inform you on everything you need to know about experience management, including:
- The importance of employee engagement and feedback in your total experience management program
- How to collect and analyze experience data around individual experiences, at scale
- How to leverage digital technologies to create personalized experiences that build relationships with and attract new customers
- When – not if – the time arrives to implement an experience management program and how to start driving outcomes