![\"Happy](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/02\/csrem.jpg\")
\nEmployees as Customers<\/strong><\/p>\n One of the customer groups a company serves, their employees, holds the key to creating and sustaining great interactions with external customers. Many organizations don\u2019t utilize ground-level employees feedback to identify external customer needs. Instead, they conduct a series of customer interviews, surveys or high-level leadership discussions with VPs and C-Suite leaders, who often rarely interact directly with customers (or at the very least, select ones).<\/p>\n There is also a strong positive relationship between employee satisfaction and external customer satisfaction. When employees know what their employer stands for, what their role is in the organization, and they see day-to-day proof that the company lives it, it inspires them.<\/p>\n Organizations that understand the critical role employees play truly understand “customer experience”. Get employee experience right and they will, in turn, create a better experience for your customers, and keep them coming back.
\nThis is why identifying customer needs begins with the organization viewing each audience group they serve as a \u201ccustomer.\u201d<\/p>\n
![\"Andrea](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/01\/Andrea-Olsen-1.jpg\")
Andrea Belk Olson<\/a>\u00a0has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations. A 4-time ADDY\u00ae award-winner, she began her career at a tech start-up and led the strategic marketing efforts at two global industrial manufacturers. In addition to writing, consulting and coaching, Andrea speaks to leaders and industry organizations around the world on how to craft effective customer-facing operational strategies to discover new sources of revenues and savings.<\/p>\n","protected":false},"excerpt":{"rendered":"