The Exploration Of The Performance Management Systemin The Perspective Of Customer Experience

In the modern world,the breathtaking advancement of science and technology,and the flourish of information network technology covers mobile Internet,Big data and cloud computing,has promoted the rapid rise of the experience economy.Customer experience has increasingly become the core and key for enterprises to create competitive advantage and achieve sustainable development.Therefore,many companies have mentioned it to the height of strategic management.This thesis reconstructs the performance strategy of "customer experience as the center",improves the original performance management system,and makes employees to experience the changes brought by enterprises and individuals in the experience economy era,thus promoting the realization of new performance goals.Nowadays,customer demand has a rapidly changing,companies should pay special attention to the internal customers,namely,the employees' feelings and demands,choose the different ways of interacting that based on the characteristics and behavior of employees,and improve the sense of belonging and presence of them,by this means,the employees can make more profit for external customers.Accordingly,the external customers can also recognize the products and services of enterprises,and ultimately achieve the new strategic objective as “customer experience –centered” to promote the successful transformation of enterprises.This thesis chooses the small and medium-sized trade enterprise-ZD Company as the research object.First of all,the author analyzes and summarizes customer experience,performance management theories,which provides a theoretical basis for solving the new problems ZD company faced of its performance management;Secondly,making a research of the present situation on the company performance management through the methods of questionnaire and in-depth interview,and also starting from the existing problems of performance management system,and optimizing the company performance management system design: on the one hand,using the balanced score card to build a performance indicators system,and in the process of setting,company management takes the ideas and comments of customers and employees into consideration;on the other hand,managers at all levels adopt the new way to strengthen the emotion management of employee,coaching follow up,performance incentives and so on,to optimize the performance management process.ZD's improved performance management system improves the staff's satisfaction and loyalty,enhance the staff's work enthusiasm and also improve the customer experience,which achieves a win-win situation of both working efficiency and effectiveness.Finally,the performance management system of ZD Company which centered on customer experience can provide a useful reference for other small and medium-sized trade enterprises.