Many business leaders, determined to maintain control and efficiency, fail to recognize the direct effect employees and internal culture exert on customer experience. Internal communications are a huge part of that culture.
Have you considered how the internal language you use affects the way you deliver information to your customers?
It’s not just about saying what needs to be said:
But how the people in your organization say it:
If you were the owner of this firm, how would you feel if you’d popped in for a long-overdue visit? Wouldn’t you die!? This sign, probably not sanctioned by the company, perhaps fits the internal culture too well. It was a customer who snapped this photo! If only the owners knew employees felt this way before the employees had conveyed that sentiment to customers.
Would YOU know?
We see the same mistakes over and over again.