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Internal Customer Experience Archives - Into The Blue Consulting

Tag - Internal Customer Experience

Employee Engagement – why is it important?

Simply put employee engagement can make or break a Customer Experience (CX) programme and is therefore vital in delivering a successful CX programme. Customer service expert and author, Shep Hyken, explains ‘The internal Customer Experience determines the external Customer Experience’. He is backed up by the 2016 Employee Engagement Benchmark Study that shows there is a correlation between employee engagement and success in customer experience. Companies that excelled at customer experience had one-and-a-half times as many engaged employees as customer [...]

Are Silos Stopping your Organisation Deliver Great CX?

Joined up Customer Experiences that are differentiated and relevant are proven drivers of business growth. Tesco, Asos and Lidl are just a few of the many brands who are currently enjoying success as a result of new Customer Experience (CX) strategies. Breaking Down the Silos One of the key factors which have proven successful for all these organisations is the breaking down of the many silos which previously existed. Traditionally many large companies, with the way they have grown and as [...]

Retaining your High Performers

One of the key lessons we have learned about what stops organisations delivering great Customer Experience is not having enough of the right people. All too easily top performers leave because of a lack of awareness around of what they need to remain engaged and motivated. The following are, in our view, the main 10 reasons your high performers will leave your organisation: Lack of empowerment and freedom No one wants to be micro-managed, especially highly-skilled talent. Show that you have confidence [...]

Make or Break… why Internal Customer Experience is Essential

First to clarify what internal Customer Experience (CX) is – it is defined as the experience that the employees and other departments within an organisation provide to each other, as well as suppliers and any other internal stakeholders with whom they work to get their jobs done or who help them get their jobs done. So why is internal CX important? Simply put it can make or break a CX programme and is thus fundamental in delivering a successful CX programme. As [...]