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New Experience Management Firm Offers 'Vitality Index'

According to Kimberly Lanier, co-founder, Xpedition is a new experience management [XM] intelligence exchange dedicated to empowering leaders at all levels to deliver a superior customer experience by breaking through silos to maximize employee, product, brand and digital experiences. 
Xpedition has launched a new Experience Management Vitality Index™ to help organizations understand how they perform across five unique Experience Management (XM) domains: customer, employee, product, brand and digital. Far from just another online quiz, explains company co-founder Kimberly Lanier, “the Experience Management Vitality Index will show you meaningful insights on how your organization profiles, including strengths to leverage and opportunities to manage, in addition to how you stack up against others across the five experience management domains. Every organization should have transparent access to data and information about how their organization is equipped to deliver XM across the business.” 
According to Lanier, “businesses are competing on the basis of experience as the primary differentiator. Yet, based on a survey of more than 500 professionals who manage the customer experience, 92% say that customers are core to, or at least an important component of, their company’s business strategy. But only 26% of that group say putting the customer experience at the center of what they do actually happens in practice.”
Lanier believes that in today’s experience economy, organizations must go beyond customer service “and deliver meaningful customer experiences.” One recent study found 33% of Americans would consider switching providers after just a single instance of poor service. The same study revealed that people will tell an average of 15 of their friends, family members, coworkers and neighbors about a poor service experience, while they may only tell 11 people about a positive experience. That’s quite a high bar to get customer experience (CX) right the first time. 
One 2016 study by New Voice Media revealed that 51%of customers who leave a brand after one negative experience will never do business with that company again. The same study showed that U.S. companies lose at least $62 billion per year to poor service. 
“If you accept the imperative of customer experience, then you may have already made the connection between employee experience and customer satisfaction,” Lanier explains. “Happy employees can create meaningful customer experiences. But customers and employees are not the only two types of stakeholders that affect XM success. Through research, Xpedition has mapped five unique Experience Management domains that drive every business: customers, employees, product, brand and digital. We call the management of customer, employee, product, brand and digital. What Xpedition found when researching the developing market of Experience Management was that greater XM success across the five domains drives business growth. With customer experience at the center of the five XM domains, organizations can achieve true customer-centricity.”  
Lanier believes that rather than siloing the five XM domains in different departments and with different directions, “organizations need a new, holistic model for understanding how experiences should be managed in the customer-centric organization…Every organization should have transparent access to data and information about how their organization is equipped to deliver XM across the business.”
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Kimberly Lanier

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