Course Review Deck Flashcards
Define experience management (XM).
Experience Management helps organizations measure and improve the experiences it delivers to its stakeholders.
How does Experience Management deliver improved experiences?
1) By continuously listening
2) Propagating insights based on listening
3) Rapidly adapting based on those insights
What are the three key parts of the Experience Management operating framework? Define each.
1) Competency - The skills and actions that establish XM as an organization-wide discipline.
2) Technology - Investing in a platform that allows organizations to collect, analyze and act on experience and operational data.
3) Culture - The mindsets and beliefs that nurture XM-centric behaviors in an organization.
What are the six key competencies in Expereince Management?
1) Lead
2) Realize
3) Activate
4) Enlighten
5) Respond
6) Disrupt
Define an experience.
An experience is a moment of truth that affects the human components of your business.
What is the process by which an organization can define experience gaps and opportunities?
1) Define the experience being measured.
2) Get insights from data.
3) Determine impact on the business and its stakeholders.
4) Take action to mitigate that impact.
Define experience data (X-Data).
Experience data is data collected from stakeholders to understand their experience from a human perspective.
What are the five elements that make up the human experience cycle? Define each element.
1) Attitudes - How someone feels about the organization.
2) Expectations - What a person anticipates will happen.
3) Experience - What actually happens.
4) Perceptions - How someone vies an experience based on their expectation.
5) Behaviors - How a person chooses to interact with the organization, often leading to new experiences.
What are the six types of Experience Data (X-Data)? Define each.
1) Experience Expectations - How people think and feel about a future interaction.
2) Interaction Experiences - How people think and feel about a specific interaction.
3) Journey Perceptions - How people think and feel around a collection of activities needed to achieve a goal or outcome.
4) Relationship Attitudes - How people feel about relationships with people in the organization.
5) Ad-Hoc Diagnostics - How people feel about a particular problem or opportunity.
6) Choice Preferences - How people rank the alternatives to a decision.
Define Operational Data (O-Data).
Operational Data is data the organization collects as part of the normal course of business – typically, what happened, when it happened, where it happened, how much happened, and who did it. This information is used to contextualize experience data.
What are the six stages of a survey project?
1) Design
2) Build
3) Distribution
4) Data Collection and Processing
5) Reporting
6) Decision-making
Give three examples of poor survey design.
1) Questions that are confusing or hard to answer.
2) Questions that are complex or overbearing.
3) Surveys that are too long for respondents.
List the six best practices in survey design.
1) Setting your Survey Objects - Starting with Goals and Problem Statements
2) Make Every Question Count - Link them directly to your objectives and supplement them with operational data.
3) Plan the Order of Your Questions - Ensure a logic guide and progression, either from broad to narrow or narrow to broad.
4) Limit Survey Length - Every 10 questions adds 2 minutes.
5) Know Good from Bad Question Wording
6) Keep it Simple for Respondents
Where should demographic questions go in the survey?
Demographic questions used to screen respondents should go at the front of the survey, but sensitive demographic questions should be placed at the end of the survey since it can cause people to drop out.
What are the 5 Question Wording Mistakes to Avoid?
1) Avoid Superlatives (Best, etc.)
2) Avoid Absolute Choice Scenarios
3) Carefully Design Your Answers Beyond Yes and No
4) Avoid Double-Barreled Questions
5) Avoid Leading Questions
