We Can Reshape
Your Internal Customer Experience
Using eMarsuite® leaders can measure, provide feedback, and continuously how employees serve one another by optimizing internal processes. By continuously receiving direct feedback from internal customers, managers can obtain actionable insights, identify bottlenecks, improve efficiency, optimize the value chain, and track performance trends. Doing so, allows employees to feel supported by leadership and coworkers, which in turn leads to more satisfied internal and external customers.
What Is the
Internal Customer Experience?
Employees are an essential part of the value chain when delivering a great product or service and customer experience. In order to properly fulfill their jobs and responsibilities employees depend on the products or services that fellow employees from other areas in the organization provide. A strong level of internal customer satisfaction occurs when there is effective communication within the various departments and the needs of the internal client are properly served in a timely manner.
Troubleshoot Issues
We use eMarsuite® to measure internal customer experience across multiple dimensions, and to diagnose where employees face roadblocks, confusion, and communication gaps. We use baseline surveys to set service standards for internal requests, to identify training needs, and to redesign internal processes to incorporate collaboration as a measurable dimension. Measuring the drivers of internal customer satisfaction can help you isolate problem areas and take prompt corrective action.
Avoid Silos
GKL helps employees understand how their jobs impact others within the organization and affect overall organizational goals. Many companies build silos that wall off support functions and information from employees. Sometimes, this is done in highly regulated industries such as healthcare and banking to protect customer data. Other companies view support functions as a cost instead of as a priority for business health. We reduce “silo-ing” so that inefficiency is eliminated and worker performance is improved.
Manage The Process
Developing a positive internal customer experience requires long-term management and C-suite commitment. We guide you in clearly defining processes, establishing accords between departments, and identifying the needs and expectations of internal and external customers in order to increase productivity throughout the organization. By managing the entire process you will be able to create a workplace culture that attracts and retains top talent, aligns internal and external customer goals, and improve the overall customer experience.
Talk to us about how we can transform your internal customer experience.
Are there gaps between your support functions? Do workers have the knowledge and tools they need to thrive? Do you know which factors drive internal customer satisfaction and how to measure them? Talk to us about how we measure, analyze, and reshape your internal customer experience.