Measuring The Internal Customer
I’m sure you’ll agree it is essential to manage and measure your external customer experience, but what about the internal customer experience? Your employees and stakeholders rely on one another every day to deliver your products or services. Understanding how different departments interact and identifying pain points can help you streamline your internal processes, which in turn should benefit your external customers.
Greg will take you through why he thinks it is important to measure the internal customer experience and how it should form part of a successful employee engagement strategy. He’ll also share some practical examples on where this can have a positive impact.
Client Director @ TLF Research
Greg is one of the UK’s leading experts in helping organisations to use customer satisfaction surveys to improve the customer experience. He has extensive experience of working with many blue chip clients across a wide range of sectors. Greg is results orientated and is passionate about helping organisation drive change from their research programmes.
Greg is a frequent speaker at conferences, author of articles and books, and a regular host of webinars and our podcast. He’s also proud to have recently received research awards and a Business Excellence Award.
Outside of work he is a big sports fan, following Huddersfield Giants in Rugby League, Liverpool FC in the Premier League and Philadelphia Eagles in the NFL. He also spends most of his time trying to be a great parent!
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