record much happier teams, and the more
discerning employers have child care set
ups, exercise facilities, relaxation and
hang out rooms, as well as other comfort
inducing initiatives that enhance staff
welfare.
Quite a number have taken into account
the need to facilitate comfort for lactating
mothers, and towards this cause legislation
in this country has added its voice with
the Breastfeeding Mothers Bill 2017 that
postulates that “A woman who has a baby
may breastfeed or Breastfeeding at express
breast milk at a lactation place in the work
place. (1) Every employer shall establish a
Lactation place in the manner prescribed
under this Act, have a chair, table and a
clean space to store equipment.” Quite
the win towards providing and internal
customer environment that inspires
impact.
It would be remiss not to include in the
discussion on tools for an admirable
internal customer environment, what
would be considered one of the most
important tools of internal happiness
trade - a system to listen to the voice of
the internal customer.
Brands need to draw up specific strategies
to actively seek feedback from their
internal customers on various matters
including: feedback on their engagement
with the vision and the meaningfulness of
their work; assessment of the leadership
that governs them on a primary and
secondary level; their thoughts on what
would improve the products and services
that the brand offers; innovative ideas that
would disrupt the industry of operation
towards a renewed focus; as well as
information on what would possibly
improve internal output dynamics
including interdepartmental efficiencies,
customer complaints and continual
improvement needs.
Creating
an
internal
customer
environment that leads to holistic success,
should take on the same serious approach
that developing the organization’s annual
financial budget does. The audit and
risk system in place needs to analyze
this parameter and provide reports that
management and the board should scour
and set targets for increased achievement.
For as long as garbage in produces garbage
out, and the quality of inputs processed
provides the quality of outputs received,
then the meticulous development and
maintenance of an internal customer
environment should be a thing that is
high on the corporate strategy agenda.
Anything less than that, should have
leadership point at selves when the
corporate results are not achieved. The
root cause and consequences thereof, will
be clear for all to see.
Carolyne Gathuru is the founder and
director of strategy at LifeSkills
Consulting. She has several years of
experience in customer experience
strategy development and training.
You can commune with her on
this or related issues via mail at:
[email protected].
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