You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work. Faulty inputs lead to imperfect outputs and inconsistent customer experience.
Everything that external customers receive is the result of business processes. Interestingly, many customer experience management efforts are focused only on the front-line employees and customer touch-points. However, every business process is typically deployed by several departments or a sub-process of a bigger process that delivers value to external customers.
In other words, a business process involves a value chain of internal suppliers and internal customers. Help your internal suppliers help you deliver better customer experiences — analyze your business processes and proactively communicate with your internal suppliers.
Timeliness and quality of handoffs throughout this internal value chain snowball exponentially toward revenue-generating customers — for better or worse. The key is to work backwards from Continue reading