Page 36 - Delivering Authentic Customer Experiences

Principle 2 Delivering Authentic Customer Experiences

Keeping the (internal customer) satisfied

The customer is king…or queen.

I’m sure you’ve heard that old adage, but the same is true for your
internal customers. Anyone who comes into contact with your
end user must be treated like royalty and feel valued, so that they
do the same for your clients. A report published by Gallup makes
interesting reading. It shows that employee engagement related
positively to profitability and eight other measures of business
performance, regardless of business size, sector or nationality.
Given the right resources, environment and support, staff feel
more empowered to deal with each customer as a person with a
unique set of needs, whilst acting in the best interests of your
company. Staff who understand their roles and feel a sense of
belonging to a team are happier in their work, more committed to
their colleagues, are less prone to take time off and are more likely
to stay with the company.

It’s easy to judge others. You may even feel you’re doing it with
the best possible intentions, based on your own high standards,
core values and personal moral compass. One Neuro Linguistic
Programming (NLP) pre-supposition states:

People do the best they can with the resources they have
available.

Just imagine how different your attitude and approach to your
team and customers might be if you truly believed this statement
and put it into action. It offers an alternative perspective and if
adopted, will stop you jumping to conclusions and allow you to
explore the intentions behind their behaviour.

Check in with your team to ensure they have the resources they
need to do well and do good. Spot them doing something right,

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