Customer Experience - Internal v External
02 Jun 2016
With the increasing consumerisation of IT, users expect a better experience from their internal IT. Has anyone gone as far as to treat internal and external customers exactly the same or are there still differences?
Hey Duncan, that's a tough one. There's a few pros and cons to that equation. Over the years, the mantra has been to treat IT like a business (even from the internal perspective) but for me, if they have the same logo on the payslip, we work in the same company, share the lunch room etc then aren't they your 'colleagues'? I would like to see an 'all on the same team' just playing my part of the bigger picture when it comes to the 'internal customer' view. It doesn't mean we don't show respect, professionalism and all those other things we show external customers but surely being 'internal' would be on a deeper connected cultural level. It's all up for debate!
Haven't heard of any company aimed at this flow of thinking. Most of IT services treat external and internal customers completely different for some obvious (I guess) reasons. Moreover, though I can see a point of making the attitude the same I believe it's not justified for most companies.
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