Posted by Paul on Apr 16, 2015 in Continuous Improvement, Customer engagement, Customer Experience


Great iCommunicationnternal communication is essential if a business wants to give great customer experience & improve customer engagement, however like any business communication it needs to be delivered to the recipient clearly & unambiguously with no room for misinterpretation. How many times are emails sent internally and misinterpreted when it would have been quicker and more effective just to have either lifted the phone or walked across the office to give the message personally and receive an instant response – not only do you know that the message has been given & received you also know how it has been understood.

Poor communication between departments will increase the cost of sale through duplication or omission leading to the syndrome of “left hand not knowing what the right hand is doing” resulting in mixed messages going to customers and internal frustrations.

I fully support any new ways to communicate as long as they don’t stand in the way of creating personal rapport and instead become a management tool where difficult decisions are communicated by email or even social media and not in person.

Treating other departments and members of staff as customers is common to all successful businesses where it creates an ethos where employees and customers feel valued and not just another number, just like real customers!

Customer Wheel - Internal Communication

About Paul Clayton FInstSMM

Paul is a business development coach, mentor & trainer specialising in high growth strategy planning & implementation. He believes that to consistently develop and grow a business, customers must be the focus of everything it does with planned, positive action taken to continuously improve its people & processes.

Paul offers a complimentary, no obligation review of your business to identify & assess what action may be needed to achieve your success. If you would like to take up this offer call Paul on 01529 413476 or email him at for a preliminary discussion and to arrange the review.

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