Create Memories That Stick
Listen to what your customers have to say, then exceed their expectations.
We Can Transform
Your Customer Experience
Every experience counts, yet organizations have a hard time understanding customer perceptions as they interact with their brands. We help you look at each touchpoint in the customer journey so that you can consistently create positive customer memories. With eMarsuite® you can rapidly capture customer feedback to assess, diagnose, and design service-oriented processes that allow you to deliver moments that add value. It's now easy to connect and engage with your customers at the right time and when it matters.
Delight Your Customers
Customer experience (CX) comes down to how your customers perceive your organization as they have various encounters with your brand. It is affected by every touchpoint in the customer journey and by every interaction they might have, however subtle it may be. As you think about designing and managing service encounters it's crucial to understand how your customers interpret events once they are over and how that impacts their perception of you. We help you enhance the customer experience every step of the way.
Know Your Customers
Gain insights into customer perceptions in an efficient, cost-effective, and timely manner. We make it easy and intuitive for your customers to provide real-time feedback, giving you prioritized insights into their points of views and satisfaction levels. Our digital platform is simpler and less expensive to deliver, but it is also more comprehensive. We help you identify each touchpoint and channel so you can close the gap between you and your customers. What's more, with eMarsuite® employees can access relevant information that will help them elevate the customer experience.
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. By combining our different solutions and obtaining valuable insights from the employee experience, culture metrics, and internal customer satisfaction, you can obtain a clear picture of exactly what is happening in your organization at any time, making it easier than ever to resolve challenges and delight your customers.
Sustain Change
We support continuous improvement by empowering your employees to deliver improved customer interactions while tracking their progress. We have created a systematic model for training your people to deliver exceptional experiences. Our model incorporates a broad range of metrics, including impact scores, loyalty metrics, action steps, and built-in accountability to give you the most accurate customer view possible. These insights can then be used across your organization, breaking down departmental silos and encouraging a single, customer-centric vision throughout the organization.
Talk to us about how we can improve your service delivery.
Empower your people to create positive experiences that are aligned with your customers' points of view. GKL powers CX transformation in any industry.