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Experience Management is the new kid on the block
Understanding and managing the customer experience is a key priority for organizations all around the world. And Experience Management is not only limited to customers. More and more healthcare organizations seek to improve the patient experience, and both of them require a significant investment in the employee experience.
Experience Management, you say?
Customers interact with organizations through various online and offline channels, through personal contacts, but also through products, advertising, marketing, and their frontline employees. All these interactions, all these 'touchpoints', leave an impression that might affect the overall impression of an organization and its products and services. And these impressions can be both positive and negative. Experience Management is all about designing and managing these touchpoints so that customers have a desired experience.
Customer Experience
Customer experience management is all about managing interactions between customers and your organization, regardless of whether it's a sale, request for information, or a request for customer service. Those organizations that offer great experiences to their customers perform better, illustrating the importance of managing it.
Employee Experience
Managing the customer experience goes hand in hand with managing... the employee experience. Many customer experience gurus suggest this, but there is clear academic evidence for this relationship. Taking care of your employees should be one of your key priorities when managing the customer experience.
Patient Experience
Patients often interact with multiple people and organizations: the physician, the specialist, the hospital, the physical therapist, and so on. All these interactions make the patient experience quite complex. Adopting and adapting principles of customer experience management to patient experience can create a powerful engine for growth.
Ready to improve the customer, employee, and patient experience?
Kalepians have extensive experience in customer, employee, and patient experience management, both from an academic and a practitioner perspective. Discover how we can help.
