Episode 12 - Internal CX

May 29, 2024 by
Ebtihal Taha

Before I ventured into the world of entrepreneurship, I had the opportunity to witness the innards of various organizations. What struck me profoundly was the stark contrast between their intentions and the reality of their internal customer experience.

In some places, the atmosphere was laced with goodwill, and I have fond memories of my time there. Yet, even amidst these good intentions, the internal CX journey was plagued with faulty touchpoints. It's a reminder that intentions alone can't bridge the gap between perception and reality.

In others, a generational gap loomed large. The intentions of one generation didn't quite align with the expectations of another. What seemed like a thoughtful approach to a Baby Boomer might baffle a Millennial or Gen Z employee. The internal CX challenge, in this case, was the struggle to bridge this intergenerational divide.

Then, there were organizations with splendid touchpoints but gaping holes in essential areas. It's like owning a car with a luxurious interior but a faulty engine. The surface appeared flawless, but the engine, representing the core of the internal experience, was sputtering.

However, amidst these varied experiences, the most dreadful encounter was with a small architectural office in the United States. The founder, brimming with ambition but devoid of operational knowledge, hired me and another architect. Our expectations were high, but our hope fizzled fast.

Within a mere two weeks, we both tendered our resignations. It was an internal CX nightmare. The founder's lack of understanding about how to run the business created an environment that was unsustainable and detrimental to our professional growth.

The lesson from this harrowing experience is clear: internal CX matters. It's not just about external customers; it's about nurturing an environment where your employees can thrive. After all, they are the backbone of any organization.

Key Takeaways for Businesses:

  1. Align Intentions with Actions: Good intentions are commendable, but they must be translated into tangible actions that positively impact the internal CX.
  2. Bridge Generational Gaps: Understand that different generations may have distinct expectations and preferences when it comes to the workplace. Find common ground to create a harmonious internal CX.
  3. Don't Neglect the Core: Flashy touchpoints are great, but ensure that the core of your internal CX, including operations and leadership, is solid and supportive.
  4. Value Your Employees: A happy internal customer (your employee) is more likely to create a happy external customer.

In our next episode of "The CX Files," we'll continue our expedition through the intriguing world of customer experiences. Don't forget to Like, Subscribe, and Share to stay in the loop!

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