enrich the customer experience
Create a more satisfying customer journey.
What Is the Customer Experience?
Customer experience (CX) comes down to how your customers perceive your organization. It is affected by every touchpoint in the customer journey and by every element in your organization. Disengaged employees, for example, will create apathetic customer interactions that produce a poor customer experience. Likewise, positive and empowered workers are likely to produce beneficial impressions of your brand that lead to customer loyalty.
We Can Transform Your Customer Experience
Transforming the customer experience requires looking at each point in the customer journey, from the sales process to post-sale service. Customer feedback, brand perception surveys, and mystery shopping may come into play. It also requires looking at organizational factors that shape the customer journey. Organizational culture, internal customer satisfaction, and the employee experience all have a direct impact on the customer experience. GKL knows how to assess, diagnose, and fix failings in customer experience.
Gain Insights
GKL uses eMarsuite®, our proprietary digital platform, to gain insights into your customers and employees in an efficient, cost-effective, and timely manner. We make it easy and intuitive for customers and employees to provide real-time feedback, giving you prioritized insight into their perceptions and satisfaction levels. Our digital platform is simpler and less expensive to deliver, but it is also more comprehensive. Your customer experience depends on the employee experience, internal customer satisfaction, and the alignment of your culture and strategies – so we provide a full view of all pertinent factors.
Improve the Journey
Data is useful only in so far as it empowers your organization to take meaningful, positive action. We look at the steps in the customer journey and relate it to the people and functions in your organization that shape each step. For example, your IT department may support your call center in dealing with customer service issues but misalignments could be a source of friction. Another source of poor customer experiences is employee disengagement; apathetic employees do not inspire customers to become brand ambassadors. We analyze data and create a plan for transformation with action steps and built-in accountability.
Sustain Change
GKL supports continuous improvement by empowering your employees to deliver improved customer interactions and benchmarking their progress. We have created a systematic model for training your human resources team and key managers in the delivery of a customer-centric culture. This model incorporates a broad range of metrics, including net promoter scores and brand perception measurements, to give you the most accurate customer view possible. This customer view can be used across your organization, breaking down departmental silos and encouraging a single vision throughout the organization.
Gain a true picture of your customer experience and manage it in a systematic manner across your organization.
Talk to us about how we can transform your customer experience.
It’s not enough to focus on customer service. Organizations and their employees must be customer-centric and share a vision of how to create positive customer experiences. GKL powers CX transformation in any industry.