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Ever wonder why some organizations consistently outperform their competitors, no matter what’s going on in the world or the market?
The pressure to deliver consistent results has never been greater. Markets are volatile, talent is mobile, and the pace of change is not slowing down.
And too many organizations respond by doubling down on external strategies like new technologies, market expansion, or aggressive growth targets.
That’s all well and good, but your biggest leverage for improved performance may be hidden in plain sight — inside your organization!
The most successful organizations have discovered how to create a powerful INTERNAL ecosystem that drives performance at every level.
Want to know how they do it? Watch this clip from Ron’s interview with Oscar Motomura, founder and CEO of Amana-Key.
#VideoPosts #ServiceLeadership #ServiceCulture
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Below is an Autogenerated Transcript
So it’s important, as you’ve asked in the question, to see service not just as external paying customer service, but that every interaction that occurs where one party is taking action to create value for another party is a service interaction.
So now think about what goes on inside an organization between multiple departments. That’s all internal service. But the phrase internal customer doesn’t always go down very well. And in fact, we encourage our clients not to use that. We say rather than thinking of your colleague or your supplier or your distributor or your reseller or somebody else within your internal or partnership ecosystem as an internal customer, think of each other as internal service partners, where each party could take another action that would make it easier or better, or more accurate, or flexible or responsive for the other party. Those are all service relationships.
And so in these large organizations, if you’re the leader, like we help our leaders understand, you’re not just improving external customer service. You’ve got to build a culture where everyone is committed to improve the quality of service that they’re providing to each other, so that those who do interact directly with the customers are getting the best possible support and can provide the best possible external customer service.
