enhance the internal customer experience
Foster teamwork throughout your organization.
What Is the Internal Customer Experience?
An organization’s internal customers are employees who depend on other employees. A strong level of internal customer satisfaction means that employees regard coworker needs as being significant priorities in their daily work life. There is a direct link between internal and external customer satisfaction. Workers who value the needs of co-workers also tend to go the extra mile for external customers.
We Can Reshape Your Internal Customer Experience
Employees are part of the supply chain of delivering a great product or service and a great customer experience. In order to do this, they need to feel appreciated by leadership and coworkers. They also need the information and tools that make fulfilling their roles possible. Bottlenecks, confusion, and communication gaps interfere with positive internal customer experiences; we diagnose and solve these problems.
Troubleshoot Issues
GKL uses its proprietary eMarsuite® to measure internal customer experience across multiple dimensions, and to diagnose where employees face roadblocks. We use baseline surveys to set standards of service for internal requests, to identify training needs, and to create a performance evaluation process that incorporates teamwork 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. The payoff may be two or three years down the road, but can cut lost productivity by 25%. It also benefits your organization by creating a workplace culture that attracts and retains top talent. Finally, it is reflected in an improved customer satisfaction level. We help you manage the transformation into an “ownership culture” by training key team and human resources members on how to align internal and external customer goals.
A poor internal customer experience plan will result in a disconnect between employees and external customers.
Talk to us about how we can transform your internal customer experience.
Are there gaps between your support functions, such as IT, and employees? 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 benchmark, analyze, and reshape internal customer experiences.