• cxmatters

Who are your customers?

Of course, you know who your customers are right? They are the ones who spend money with you aren’t they?

Whilst that is true, what about the forgotten customers? Your internal ones. What is the difference?

According to Wikipedia: ”An external customer of an organization is a customer who is not directly connected to that organization.

An internal customer is a customer who is directly connected to an organisation and is usually (but not necessarily) internal to the organisation. Internal customers are usually stakeholders, employees, or shareholders, but the definition also encompasses creditors and external regulators."

Many companies focus on the external customers which of course is hugely important, but if you haven’t got things right inside the organisation, if your ‘internal customers’ are unhappy, disconnected, demoralised and/or there is ‘in-fighting’ between departments (it’s not my job guv) then, no matter how much money and time you spend on implementing an exceptional customer experience within your company, you will always be fighting a losing battle.

The old adage of ‘happy staff, happy customers’ is true. If your internal customers are happy, energised, feel that they are valued and respected, this will have a knock on effect within their teams and also to how they approach, serve and deliver a remarkable customer experience to your external customers.

#customerexperience #employeeengagement #happy #staff #cxmatters #CX #voiceoftheemployee

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