Business Benefits of Improving the

Internal Customer Experience

First Thing’s First...

We all obtain services from one another.

So you need to think of everyone in your company as internal customers, not just as employees!

Traditionally, we’ve ignored the internal customer experience. Why?

The majority of shared services teams have a monopoly over these customers.

The State of the Internal Customer Experience

But That’s Changing...

Modern technology has empowered internal customers.

Enter Shadow ITInternal customers can now purchase technology not provided by IT

Seize the Day

Internal customers will seize alternatives to fit their needs.

But you have an opportunity to prevent this by delivering a quality experience across your business.

Help Your Internal Customers, Help Your Business

Improving the internal customer experience can deliver 4 key business benefits:

1. Reduce the Cost of Dissatisfaction

2. Improve Compliance & Process Adoption

3. Drive Out Inefficiencies

4. Increase Employee Retention

#1: Reduce the Cost of Dissatisfaction

Negativity is Pervasive. Prevent It!

Dissatisfied customers are likely to share their negative experiences and complaints with others in your company.

These poor opinions can spread like wildfire, and it costs more to service dissatisfied customers.

#2: Improve Compliance & Process Adoption

If You Build It, They May Not Come

Processes are intended to protect the business, maintain compliance and simplify workflows.

But complex processes are likely to be ignored.

Make it effortless for internal customers to follow your processes by making them simple and consistent.

#3: Drive Out Inefficiencies

Process Improvement Makes Perfect

Simplifying processes will also:

● Reduce customer confusion & frustration

● Increase customer productivity● Eliminate inefficiencies

#4: Increase Employee Retention

Keep Customers Satisfied Long Term

If your customers (aka employees) don’t have the tools they need to work effectively, why stick around?

The better experience your internal customers have, the more incentive they have to stay on board.

The Internal Customer Experience Matters

Keep Your Customers Coming Back

Creating a positive experience for your internal customers will not only keep them around, but it will also help make your job easier in the long run.

What else can you do to improve the internal CX?

Download the White Paper

Innovating the Internal Customer Experience with Service Management