Leveraging Internal Communication for Better CX

Feb 23, 2022 | Blog


Stay up to date with the latest CX expert tips and news.

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee experience on customer loyalty is an undeniable reality. From the beginning of our blog posts, we have been promoting the understanding that companies that don’t take good care of their employees cannot take care of their customers either. Although “taking good care of your employees” seems a simple task, it requires a series of actions. It is obvious that there can be different roadmaps to improve the employee experience, but we believe that one thing is common in all these different roadmaps: Transparent and effective communication. 

Sharing information, ideas, and feelings between employees in a company can take place verbally or electronically in various media, such as e-mail, mobile apps, intranets, and collaboration tools. Employee communication is vital to a company’s future. The more effectively a company can execute its employee communication strategy, the more successful it will be. 

A successful communication strategy may vary from company to company depending on their size, geographic location, employee demographics etc. However, there are a few universal best practices that apply to every program. An important way to ensure effective employee communication is to solicit regular employee feedback. Feedback is very important because employees will tell you what works and what doesn’t. Open feedback drives cultures through effective communication, which is a foundation for building a customer-centric environment.  

How effective internal communication helps create a customer-centric organization: 

Strong communication management helps to: 

  • Increase employee engagement: Effective communication has a direct relationship with employee engagement. Employees feel more connected to both the company and to each other when they receive information that they need to do their job efficiently. They become more productive when provided a means to give feedback about the nature of their labor. 
  • Protect harmony in the workplace: If communication between employees and managers does not flow back and forth properly, it can lead to misunderstandings, bottlenecks, and other problems. All these problems can cause stress and adversely impact workplace harmony. Open and transparent employee communication helps prevent conflicts and resolve them quickly as they arise. This ensures a peaceful, productive workplace. 
  • Manage diversity: A comprehensive communication allows employees of different backgrounds, ideologies and perspectives to come together under a single purpose and function effectively as a bonded unit. When everyone feels that their voice is heard and their ideas are valued, companies can truly become customer centric.  
  • Empower for innovation: Employee communication fosters innovation as well as collaboration. Innovation is inevitable when team members can effectively share ideas and information among each other, listen to everyone’s perspective, and fully collaborate as a team. 
  • Strengthen collaboration within functions: Each department within a company works for a common vision and purpose; they are dependent on each other for total success. Therefore, it is important that departments communicate with each other for continued collaboration and support. When all departments are in sync and working in tandem, companies will thrive.  

As a result, we believe that effective communication has a multiplier effect in creating a customer-centric culture, and we say that there is no excess communication when it comes to employee experience. 

Related Resources

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

by | Apr 25, 2022 | Blog | 0 Comments

Slack has come a long way since its inception back in 2009.  Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000...

How to Choose the Right Customer Experience Platform

How to Choose the Right Customer Experience Platform

by | Mar 30, 2022 | Blog | 0 Comments

Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a...

Getting Actionable Insight from Unstructured Customer Feedback

by | Mar 17, 2022 | Blog | 0 Comments

Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair...

Enabling Technology for Better CX Management

by | Mar 15, 2022 | Blog | 0 Comments

Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer...

Leveraging Internal Communication for Better CX

Leveraging Internal Communication for Better CX

by | Feb 23, 2022 | Blog | 0 Comments

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor”...

10 Simple Steps to Boost Employee Engagement

by | Feb 10, 2022 | Blog | 0 Comments

COVID-19 has emotionally exhausted many employees leading to a collective burnout. The term “great resignation,” which refers to the high number of people who have quit...

The “EX” Factor

by | Jan 27, 2022 | Blog | 0 Comments

A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer focused employees. A...

The key piece of the puzzle: Change management

by | Jan 13, 2022 | Blog | 0 Comments

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that...

Dream customer experience team – the “starting five”

by | Dec 15, 2021 | Blog | 0 Comments

Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become...

Request a Demo

Seeing is believing

Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.