Recently, I’ve been having quite a bit of dialogue in different Human Capital, OD, learning and HR communities.
There has been a lot of debate that the whole issue of internal service cooperation and the concept that service is an inside out proposition, meaning you first have to have great internal service before you have a snow ball’s chance in creating great external service experiences, is old news.
Certainly I agree 100% that it’s not a new topic.
It still amazes me however, that intellectually every leader I speak to agrees this is undeniably logical, yet so few are actually practicing it.
Remember, the sole purpose of the organization is to create and keep delighted customers.
I think, and my experience has proven, the only way to do this consistently is to create exceptional experiences and delight your employees first.