In this blog post, you will read more about what Experience Management demands from your Quality Management System. Separate measurements and improvement actions per subarea will not get the job done. A holistic, long term vision on quality will.

Experience Management: three communicating vessels

In many companies, people think that monitoring and safeguarding quality is purely a job for the quality manager(s). We think differently. Experience Management is a relatively new discipline at the crossing of business administration, marketing, organizational science, change management and psychology. It sees organizations as a whole with three communicating vessels.

  • Voice of Customer | VoC
  • Voice of Employee | VoE
  • Voice of Business | VoB

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VoC + VoE + VoB = Operational excellence

Experience Management listens with equal attention to customers (VoC), employees (VoE) and business results (VoB). Using this approach, you traditionally collect feedback from customers and employees as part of ISO certifications and other quality standards. The difference is that you don't stop there. By bundling the insights (VoC, VoE and VoB), operational excellence is created. An example…

‘I thought you were going to clean room 103?’

Let's say a hotel has beautiful rooms in a great location for a good price. In addition, the hotel has friendly helpful staff, but... the rooms are not clean. As it turns out, this is the result of a mistake in the cleaning schedule. With a negative customer review as a result. The customer will never return to this hotel and leaves a negative review. What a waste! This example shows that employees (VoE) can influence customer experience (VoC) and business results (VoB). Even if you meet 95% of customer expectations, the last 5% can still be a major risk of failure. So as an organization, you should always strive for the basis to be 100% in order.

Quality improvements across the board

By continuously listening to VoB, VoE and VoC, you gain more insight into your KPIs and customer and employee feedback with which you can continuously adjust the organization to attract and retain more loyal customers and optimize your quality. The failure costs, acquisition costs and the number of complaints are all reduced. You will motivate your employees so that productivity increases, absenteeism decreases and you retain talent through a positive organizational culture. In this way you are working on a customer-oriented, positive organization on an integral level and you promote (revenue) growth and quality across the board!

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How to perform continuous and automated quality measurements? How to make sure that you have insight into the improvement points at a glance? And how to help employees to realize improvements? Download this free e-book to find out.

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