Chapter 7

Partnerships … InternalCooperation

The internal customer model doesn’t workas well as a lot of people think. Or moreprecisely, even though it may help solvea minor problem, it can compound amuch more major one.

– John Guaspari,

The Customer Connection

Just Who Is the Customer?

In recent years, in an attempt to motivate and inspire employees toward a more customerfocused view, many companies have implemented the “internal customer” concept. When the internal customer concept was created it was designed to foster improved external customer service. Is it possible that this particular mental model is not the most effective method of creating a customer focus? Do we now accept the notion of an “ internal customer theory” at face value and ...

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