An essential element of internal marketing involves connecting employees with customers – finding ways to reach out to your customers and proactively listen to them. Employees need to hear the “voice of the customer” to gain insight into customer needs and how they can be better served.
In addition, employees also need to provide the “voice to the customer” … a term I found recently in an interview with my friend & diva marketer Toby Bloomberg. Toby talks about companies who use multi-author blogs to give customers “a broader look at the voices inside the company.”
What a great reminder that the voice of the employees in an organization is also important! The stronger the rapport between employees and customers, the stronger the relationship between the customers and the organization/brand.
Assuming that the voice to the customer is a positive one. (To be continued … )