Experience Management (XM) Democratized
XM is a program that helps businesses improve the overall experience of their customers, employees, and other stakeholders. It involves collecting feedback from various sources and using that data to make informed decisions on how to enhance the experience of those involved with the company. This program can be applied in different areas such as customer service, product development, employee engagement, and many more.
Experience Management (XM) is the process of designing experiences that will delight customers, employees, and other stakeholders. It involves crafting and measuring the journeys that organizations want for their stakeholders. For customers, this includes brand, product, and services awareness, learning about and evaluating those offerings from among competitors, and further engagement with organizations (e.g., purchasing, support, community engagement, loyalty and engagement). For employees, this includes attraction to the organization, self-selection into and through the application and onboarding processes, growth, development, and performance within the organization.
Customer Experience (CX)
Customer Experience (CX) management is a strategic approach to managing customer interactions and experiences with a brand or business. It encompasses all aspects of the customer journey, from initial contact to post-purchase follow-up.
Employee Experience (EX)
Employee Experience (EX) management is a strategic approach to improving the workplace experience of employees. EX is all about creating an environment where employees are engaged, motivated, and productive.
Product Experience (PX)
Product Experience (PX) is an approach to managing the end-to-end experience of a customer using a product or service. This approach helps businesses ensure that their customers have a positive and seamless experience when interacting with their products or services.
Brand Experience (BX)
Brand Experience (BX) management is the process of creating and managing a customer's perception of a brand. It involves all the interactions that customers have with the brand, from initial awareness to purchase and beyond.
Common Services
Experience management (XM) encompasses various services aimed at understanding and improving the experiences of customers, employees, and other stakeholders. Common services falling under the XM umbrella include customer experience (CX) management, employee experience (EX) management, user experience (UX) design, and brand experience management. CX management involves measuring customer satisfaction and loyalty to enhance products or services. EX management focuses on creating a positive work environment to improve employee productivity and engagement. UX design aims to optimize user interaction with digital platforms or products. Brand experience management ensures that all touchpoints align with the brand vision to build strong customer relationships.
Customer Satisfaction
Customer Satisfaction is essential for any successful business. Customer satisfaction (CSAT) provides a reliable way to measure how well your company’s products, services, and customer experience stack up against customer expectations. With CSAT, you can quickly identify areas of improvement in order to provide the best possible service. From increased word-of-mouth referrals and improved customer relationships to greater brand loyalty and higher sales revenue – companies that prioritize customer satisfaction will benefit from many positive outcomes.
Employee Engagement
Employee Engagement can be a game-changer for businesses. When employees are engaged, they bring enthusiasm and dedication to their job – leading to increased productivity, creativity, collaboration, loyalty and morale. An employee who is happy in their job will produce better results than one who simply goes through the motions every day. Investing in your employees’ engagement should be an essential part of any business strategy – it’s a sound investment that pays dividends in the long run.
Employee Pulse
Pulse surveys are an effective way to keep tabs on employee satisfaction and morale. By providing an easy method of collecting employee feedback, pulse surveys create a regular channel for open dialogue between employees and employers. They provide data in real-time so that problems or concerns can be acted upon quickly. Conducting pulse surveys also reinforces the idea that you value your employees’ opinions and care about their work environment and experiences.
A Selection of Clients
We have achieved some great results for both large and small organizations! Will you let us add you to this collection?
Testimonials
"I had the privilege of working with Mark for a season, and I can honestly say that he is one of the most competent, thoughtful consultants I know. As a trained Industrial-Organizational psychologist who has a passion for helping businesses drive toward success, I can confidently say that with Mark, you are in good hands. Mark has a deep understanding of research design, sample management, and advanced statistical analysis. And, though he operates at sophisticated levels, he communicates in helpful ways that his clients understand. His recommendations and interventions are evidence-based, which should give any leader hoping to achieve goal-oriented results a lot of confidence."
Garth Neufeld
"Mark brought appropriate humor and a calm demeanor to group projects that we worked on together. He is insightful and dedicated to completing his commitments with very high quality."
Tanya Boyd, PhD
"During my time as a graduate student at Seattle Pacific University, I had the immense blessing of having Mark as my mentor. On the SPU campus, Mark is a legend. He is known by faculty, staff and students as a diligent, hardworking and compassionate individual, whom has impacted the lives of many. Mark posses a sharp mind and an exceptional understanding of i/o psychology. Whether you are looking for a new professor, consultant or leader, Mark is your guy."
Zach Cook
"Mark and I have worked together on a number of projects, both on graduate school team assignments as well as on our research team for our adviser; his thoughtfulness, diligence and achievement never cease to amaze me. For example, on our first team assignment, he coordinated all aspects of the project to make sure the final product would be top-notch. He facilitated the team meetings, set the agendas, and drafted the team contract and schedule. Our final paper on which we got excellent marks is a testament to his skills and abilities. Moreover, he never comes unprepared to meetings or class and is one of those rare people who seems to not understand the notion of procrastination! Not once have I seen him unprepared and ready to fulfill his responsibilities. I would highly recommend Mark for any position he aims for."
Victoria Cambell, PhD
"Mark is easily one of the hardest working individuals I have ever had the privilege to work with. He is meticulous in making sure every aspect of a project, paper, or assignment is perfect, and does not rest until he has surpassed as many benchmarks as he can possible effect. Mark is also a highly driven business savvy professional; he is an excellent candidate for any management position as he can apply effective people strategies to real life business problems. Mark is truly gifted at leveraging the talent of those around him to make a project, team, or assignment better. Any company would be hard press to find a better human being than Mark as he is compassionate, empathetic, and a great active listener. I have no qualms about giving my full endorsement to Mark North, and I would be more than happy to discuss any questions an employer or customer may have about Mark."
Tim Broxholm
“I have had the pleasure of working with Mark on several organizational development projects where his leadership and diligent work ethic have led to quality and timely end products. Mark has the ability to focus and complete the task at hand while maintaining the larger picture and end goal. He brings a sincere yet fun element to his work with others and continually proved to be a team player. I have no reservations in Marks' skills and abilities as an I/O professional."
Liz Pavese, PhD
"Mark is intelligent and dedicated, which is a perfect combination. Beyond that, Mark is a natural problem solver and works diligently to get to the root of problems and then suggest routes to recovery. I would gladly partner with Mark at any juncture."
Jeffrey Schaller
“I had the privilege of working with and learning from Dr. Mark North through my undergraduate degree and into my work once I graduated. Dr. North was always aware of what I needed to improve both my hard and soft skills and always took the time to coach me through those improvements. I view my time and experiences with him as essential to who I am today and to the path which I am following. These experiences have helped me to see that Dr. North has a great way of helping individuals, teams, and organizations to find solutions that will help them to build on their strengths and overcome their weaknesses."
Dylan M. Jensen
Daniel Hallak, PhD
Brandon Buttars
In science, the instruction manual for how to create delightful customer, employee, product, and brand experiences is at your fingertips. Let us help you unlock the potential for science to successfully guide your next moves.
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+1 (801) 260.2320
mark@XMscience.com
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