Chris Saridakis has a great article over iMedia Connection where he tells us that customer service just isn’t enough anymore. Instead, companies should start focusing more on providing a great “customer experience”. Chris goes on to offer his tips on how to provide a great experience including one thing I’ll mention here:
“Critically, communicate internally; share knowledge openly and across the organization. This ensures that every client touch point -- from accounting to account management -- understands the preferences and core needs of each client”
Internal communication is so important if a customer is going to receive consistent customer service across the board. Every single person within the company should be aware of the vision. They should be constantly reminded of their purpose and role in helping the customer.
Related Post:
I would like to have information about how to start an internal communication department in my firm, we do property management services. I would like to know to what extend I have to set my plans, strategic planning, and main duty of a communication department.
Posted by: Mostafa | December 12, 2007 1:12 AM | Permalink to Comment