The terms “internal and external customer” were popularised throughout the 1980s through the Total Quality Management (TQM) philosophy, created by Joseph M.Juran and W. Edwards Deming. The philosophy ...

Formal, internal service-level agreements creates a truly professional business relationship between IT and their 'clients,' driving value and boosting morale. Why is it that when I mention the idea ...

The internal and external customer nomenclature has existed for decades. The external customers don’t work for your company; they’re the folks who pay for a new install or a repair. The internal ...

Providing exceptional customer service lies at the heart of themission of many organizations. It is the central theme of books,articles, motivational seminars and business courses. Its value ...

Creating an internal customer service culture for a fleet department at times can be, well, a challenge. “I wish I could say it’s an easy task,” says Chad Burdick, CEM, Equipment Manager for ...

From time to time, I run into company leaders who’ll fawn all over paying customers, then turn around and treat employees (the people who serve those customers, day in and day out) like pond scum. Not ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.