Do you want to make real progress in your organization? Then you need to integrate quality management with Experience Management (XM). This article shows how a holistic approach, in which customers, employees and business results are central, leads to sustainable quality and growth.
Experience Management: Three communicating vessels
Traditionally, quality assurance lies with the quality manager, but Experience Management requires a broader vision. XM combines insights from customer feedback (Voice of Customer, VoC), employee feedback (Voice of Employee, VoE) and business results (Voice of Business, VoB). Together they form the basis for operational excellence:
- Voice of Customer (VoC): The wishes and expectations of customers.
- Voice of Employee (VoE): The involvement and experiences of employees.
- Voice of Business (VoB): The measurable business results and processes.
When these three come together, a powerful foundation for quality and success is created.
Why VoC, VoE and VoB work together
An example: a hotel with great rooms and friendly staff, but an error in the cleaning schedule results in dirty rooms. Consequence? Negative reviews and loss of sales. Here, employees (VoE) influence both customer experience (VoC) and business results (VoB). By structurally listening to these three pillars, you prevent these types of errors and you can continue to optimize.
Integrated quality management for sustainable growth
By continuously monitoring VoC, VoE and VoB, you gain valuable insights with which you can continuously improve your organization. This leads to:
- Lower failure costs and fewer complaints.
- Higher employee satisfaction and productivity.
- Better customer loyalty and lower acquisition costs.
This is how you create a customer-oriented organizational culture that contributes to growth, quality and a positive image.