InnerView™
Living the Brand throughout the Service Value
Chain The objective of InnerView is to align
your internal organization with your brand intent. InnerView™
focuses on the link between the experience your company
delivers and the perceptions of your brand in the mind
of the customer.
The first stage of InnerView is to assess the understanding
of the brand intent among employees and relate that
to the information sources and content available for
employees to learn and appreciate the brand you are
trying to build.
The second stage is to assess performance ratings on
attributes of the work environment, benefit structure
that are related to employee satisfaction, and with employee
loyalty.
The third stage is to model the relationship between
characteristics of the work place, employee performance,
and turnover.
The fourth stage is to link employee performance with
customer satisfaction and market place behavior.
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