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XM

Experience Management

Today's society craves experiences, not things. Become an experience company and earn the highest possible revenue.

What Is Experience Management?

Experience is a set of perceptions people associate with an organisation based on all interactions they have had with it. Experience management (XM) is a process of tracking and analysing the interactions people experience with an organisation in order to improve these interactions.

These people can be either employees or customers; therefore, we recognise two disciplines of experience management – customer experience and employee experience.

Experience Management

How XM Works?

1. Measure

Companies often invest in the wrong areas because of a lack of data. The first step is understanding the people and their needs, which is why experience management starts with measuring subjective experiences by collecting employee and customer feedback.

2. Analyse

Once the data has been collected, it is time to analyse and visualise it through performance dashboards or other reporting tools. This enables companies to make data-driven decisions.

3. Correct

Once the data from the customer or employee feedback is analysed and the root causes are uncovered, it is time to determine corrective actions and set a suitable experience management strategy to prevent negative experiences, preferably with automation.

4. Nurture

People's needs change. That is why it is crucial to regularly reevaluate the experience management strategy and continually optimise the experiences according to the present market. Companies that have been on their experience management journey for some time have also moved from problem detection to a more proactive approach, where they detect issues before people's experiences are affected.

The Goal of Experience Management

The goal of experience management is to use the gathered data to understand and improve people's overall experience with an organisation in order to get the highest possible EBITDA. Experience-centric organisations worldwide know that experience is a unique selling point essential for building a loyal customer base and retaining top talents in today's market.

Link XM to Your Business

There is an evident link between the customer and employee experience, meaning that satisfied employees create satisfied customers and thus directly impact the business bottom line.

Here are some of the main benefits of delivering top-notch experiences:

EMPLOYEES CUSTOMERS BUSINESS
Low employee turnover
Increased customer loyalty
Improved brand image & awareness
Easier recruiting
Lower churn
Improved process performance
Higher employee engagement
Higher NPS & CSAT
Increased savings
Better performance
Repeated purchases & higher spending
Increased revenue

For real-world examples of how companies benefit from improving their experience management, see our case studies.

Experience Management in Staffino

The Staffino Experience Management Platform is modern, intelligent and easy-to-use technology that helps companies manage interactions with their employees and customers. Our agile platform fits any company's needs regardless of size or industry, and it is trusted by over 50 of the world's leading brands in over 30 countries.

Staffino XM products help our clients design superior experiences, which create ongoing employee and customer loyalty and uncover new revenue opportunities.

Experience Management

Before We Start

Before we even start collecting employee and customer feedback, we help clients assess which experiences need improvements, adapt the strategy accordingly, and evaluate the progress.

We won't only show you a graph and average numbers like many others, but we will also propose specific corrective actions based on the gathered feedback, which you can implement. From the beginning, everything will be set to answer all your questions about the link between your business results and experience management.

Implementing Staffino for Better Experiences

In Staffino, we provide full guidance to our clients throughout the entire implementation process. The process is quick and effective to ensure our clients can start managing and improving their customer and employee experiences as soon as possible.

1. Platform introduction

Our sales department presents the Staffino platform, its functionalities, and client cases relevant to the potential client's industry. If the client is interested, they discuss pricing and contract.

2. Sales handover

After the client's final decision to implement Staffino, our sales department hands the client over to the customer success department to discuss all matters necessary for a successful setup.

3. Setup phase

Based on the setup document approved by the client, our support and development teams work on setting up campaign flows and technical fine-tuning.

4. Testing & feedback

Afterwards, we do several rounds of testing and let the client test the final personalised version of the experience management platform. If everything suits their needs, we are ready to go live.

5. Training

But not before the training! During this phase, we teach you how to manage your organisation and use all the functionalities for full-access users, middle-access users, and staff.

6. Go live!

After that, we finally launch your organisation so you can embark on a journey of delivering the best experiences to your employees and customers. A key account manager will be assigned to you in case you need any help along the way.

1. Platform introduction

Our sales department presents the Staffino platform, its functionalities, and client cases relevant to the potential client's industry. If the client is interested, they discuss pricing and contract.

2. Sales handover

After the client's final decision to implement Staffino, our sales department hands the client over to the customer success department to discuss all matters necessary for a successful setup.

3. Setup phase

Based on the setup document approved by the client, our support and development teams work on setting up campaign flows and technical fine-tuning.

4. Testing & feedback

Afterwards, we do several rounds of testing and let the client test the final personalised version of the experience management platform. If everything suits their needs, we are ready to go live.

5. Training

But not before the training! During this phase, we teach you how to manage your organisation and use all the functionalities for full-access users, middle-access users, and staff.

6. Go live!

After that, we finally launch your organisation so you can embark on a journey of delivering the best experiences to your employees and customers. A key account manager will be assigned to you in case you need any help along the way.

At Staffino, we understand that experience management is not just about collecting data but about making people happier.

Tomáš Rosputinský

Tomáš Rosputinský

CEO, Staffino
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