Experience Management Flashcards
The ability to use or obtain a resource, service, or opportunity.
Access
A prejudice or preference in favor of or against a person, group, or idea. Can be conscious or unconscious and can impact any type of employment decision (e.g., hiring, evaluation, promotion).
Bias
How customers perceive their interactions with your organization or department.
Customer Experience (CX)
An orientation toward meeting your customers’ needs.
Customer Focus
Assistance or advice provided to users of product or service.
Customer Service
The presence of differences within a given setting. In the workplace, that can mean differences in race, ethnicity, gender, gender identity, sexual orientation, age and socioeconomic class, for example.
Diverstiy
Asking interview questions to understand another person’s thoughts, feelings, and motivations.
Empathy interview
A tool used to develop a deeper understanding of customers’ wants and needs. They can help consider others’ perspectives when designing a product or service.
Empathy map
The overall perception employees have of your organization based on their ongoing interactions over the duration of their relationship with you as an employer. All of the events experienced by employees—from their first contact as a potential applicant until they exit the organization
Employee Experience
Voluntary, employee-led groups that allow colleagues with common interests or shared backgrounds to join together.
Employee reference groups (ERGs) or affinity groups
A state of uniformity, or equal distribution of resources.
Equality
The act of ensuring that processes and programs are impartial, fair and provide equal possible outcomes for every individual.
Equity
Outside organizations and individuals who are not employed by the organization providing them the service, materials, or information.
External customers
Language that emphasizes some aspect of a person’s identity first. This style is sometimes preferred by individuals belonging to certain groups as a way of showing pride in those aspects of their identity (e.g., Deaf person). According to the American Psychological Association (2022), “Language should be selected with the understanding that the expressed preference of people with disabilities regarding identification supersedes matters of style.”
Identify-first language (person first language)
A department, team, or individual who receives services, materials, or information from someone else in the same organization.
Internal customers
A test that measures “the strength of association between concepts and evaluations or stereotypes (Harvard University, n.d.).” It can be a useful tool for awareness or self-reflection regarding implicit biases.
Implicit association test (IAT)
“Attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner (Kirwan Institute, 2012).”
Implicit bias or unconscious bias
The practice of ensuring that people feel a sense of belonging in the workplace. This means that every employee feels comfortable and supported by the organization when it comes to being their authentic selves.
Inclusion
A workforce comprising individuals from various generations, such as Baby Boomers, Generation X, Millennials, and Generation Z.
Multi-generational workforce
Language that emphasizes the person rather than a disability or condition they may have(e.g., “students with disabilities). This is often—but not always—recommended for respectful communication about individuals or groups.
Person-first language
Metrics that help determine if an organization is meeting the goals identified as part of its social media strategy. Four types are awareness, engagement, conversion, and customer metrics.
Social media metrics
A plan for how an organization engages with its customers via social media. This generally includes three elements: goals, metrics, and a content calendar.
Social media strategy
A form of paid leave in which employees take time off to volunteer with an approved charitable or community organization.
Volunteer time off (VTO)
