Internal client and its importance in your customer experience strategy

The internal client is our collaborator, the person that this At our side fighting every day to achieve common objectives, regardless of whether or not they have a direct relationship with our external client, they are the ones who, treated in the appropriate way, will be the defender of our brand.

• Why is the internal customer so important?

The internal customer is the ambassador of our brand. Whether you are aware of it or not, through your work and service attitude you build the company's image. The success of the strategies, the connection between the different areas and the credibility of the brand depend on him, since it is with his work that progress is achieved in the development of the strategies proposed by the company's leaders.

The collaborators who provide service to the end customer are responsible for developing a closer bond which It also represents the brand. Your direct contact helps create a customer experience more humanized and empathetic.

• How to measure internal customer satisfaction?

The application of surveys or the preparation of interviews is one of the methods more employees by the human resources areas to know the level of satisfaction and commitment to the company of the collaborators, within these surveys or interviews some topics that can be touched on for measurement are: the work environment, quality and clarity of the communication internal, the leadership process, effectiveness in the execution of the processes, physical and mental health issues, perception assessment of their work, conflict resolution, among others.

• Advantages of supporting internal customer satisfaction
  

Greater loyalty with the company: Paying attention to internal customer satisfaction opens the possibility of knowing what is being built within the brand, and evaluating whether this perception is what we are seeking to transmit to the outside, and if we have findings that are not so favorable, work on them. and improve them.

Honest and real connections with our clients: Our collaborators are the face of our company, they are our representatives abroad, so having a motivated collaborator who is in tune with the brand's objectives will help us establish a much more real and assertive communication with our external client, generating more honest and real relationships with our clients.

Increased engagement and productivity: Knowing our internal client allows us to see what the processes within the company are like and if they are being effective. By having greater knowledge of how we work, we will be able to detect areas of opportunity in time and make the necessary adjustments to continue growth and achieve the objectives around our internal clients and in this way also achieve compliance with the objectives with the external client. If our collaborators feel listened to, safe, they will have a greater desire to respond to the challenges posed by the organization.

• How to work to improve internal customer satisfaction?
  

Assertive communication is a great pillar for generating healthy work relationships, this is because communication is the space where the parties involved can share their points of view with respect, clarity, being listened to and also being able to hear what the other has to tell us.

Below we present the following recommendations to improve the satisfaction of your collaborators:

Take care of your collaborators equally or better than you take care of your clients. Just as we dedicate so much effort to knowing the level of satisfaction of external clients, we must also have strategies directed from the Human Resources area that allow us to know how our collaborators feel.

Get to know your collaborator in the conditions they work. It is important to know if our collaborators have the necessary and appropriate tools to carry out their work. This will make them feel taken into account and recognize themselves as an important part of the company.

Knowledge provides empowerment, empowers and gives creative freedom. Cultivating your work team by giving them the possibility of acquiring new knowledge every day is the best way to show your team that you are interested in their growth, creating spaces so that collaborators can share the information they need to do their work better. Currently there are many platforms to access courses and training which facilitate time management and dynamism.

Devoting effort, time and attention to internal customer satisfaction is the best investment you can make as a company.