It's time to start thinking about everyone in your company as internal customers, not just employees. All employees obtain services from other departments, and just like with external customers, their experience obtaining these services matters. In fact, improving this internal experience can lead to four key business benefits.

1. Business Benefits of Improving the
Internal Customer Experience

2. 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!

3. 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

4. But That’s Changing...
Modern technology has
empowered internal customers.
Enter Shadow IT
Internal customers can now purchase
technology not provided by IT

5. 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.

6. 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

7. #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.

8. #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.

9. #3: Drive Out Inefficiencies
Process Improvement
Makes Perfect
Simplifying processes will also:
● Reduce customer confusion &
frustration
● Increase customer productivity
● Eliminate inefficiencies

10. #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.

11. 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.

12. What else can you do to
improve the internal CX?
Download the White Paper
Innovating the Internal Customer Experience with
Service Management