Internal Branding the success of the Customer Experience process.

Probably the word Customer Experience (CX) that translates customer experience, sounds a lot in the strategies of customer loyalty, however it is important to identify the importance of the internal customer in the process of final customer satisfaction.

According to figures from (Millward Brown), 95% of clients who had a bad experience will tell others about it and in just 60 seconds more than 1000 people will know about that bad experience.

According to a recent study by UPS, reviews with product ratings written by other users is the aspect that has the most influence when making a purchase decision, generally in online shops. This is when you must have a clear and defined Customer Experience strategy.

The positive experience for the customer is aligned with all interactions and all points in the chain of the purchase process that the customer has, this is when the internal brand begins to gain value in the CX (Customer Experience Process) .

There are many definitions of internal branding, but one that best describes the concept is: Internal Branding is the process by which a company involves its employees in the entire value chain and transmits the brand’s philosophy.

Many companies focus on generating positive customer experiences through emotional connections, however, through an internal branding methodology, a deep connection between "people whit people" is achieved, which leads to the humanization of the brand.

In many cases companies have all their efforts focused on external strategies that generate bonds of trust with customers and forget that these bonds of loyalty begin to be iron through our internal team. Investing in our team, in the human value and in its capacities allows us to have internal clients who love the company and are willing to give their best service, which undoubtedly generates confidence for the final client.

Remember a happy employee is a happy customer experience, having satisfied and motivated employees will be your best investment with your new internal brand ambassadors.