MediaEclat Taking Care of the Customer James Byrd Digital Marketing Coach April 24, 2025 Taking Care of the Customer by James Byrd The key challenge for any firm is finding a balance between the needs of both internal and external customers. A company must, to a meaningful extent, meet the expectations of its external customers—those for whom products and services are ultimately created—while also supporting the internal customers, the employees responsible for delivering those offerings. At some operational cost, both sets of needs must be consistently met—and ideally, exceeded. The focus should be on maintaining positive sentiment among all customers. In the real world, it's not enough for most customers to be satisfied—we need all customers to feel valued. This alignment generates synergy. Accountability plays a big role here. Don’t just read notes from the suggestion box and toss them in the trash—respond, act, and follow through. Some remedies: Stay connected – Keep in t...
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