Internal Marketing!

Internal marketing is an ongoing process that occurs strictly within a company or organization whereby the functional process aligns, motivates and empowers employees at all management levels to consistently deliver a satisfying customer experience.

Key concepts of internal marketing include:

• IM functioning as a continual internal 'upskilling' process.
• Alignment of the organization’s purpose with employee behavior.
• Employees internalizing the core values of the organization.
• Motivation, reframing and empowerment of employee attitude.
• Inside-out management approach.
• Retaining a positive customer experience throughout the business objectives

The following are the features of an internal marketing-oriented business:

1. creating enabling culture: this is done when employees are empowered by management through allowing creativity, innovation, allowing initiatives and accountability and responsibility of their decisions.

2. Practising participative hiring: that is involving current employees in the process of hiring new employees.

3. Ensuring equitable cock recognition and reward: business must exercise employee recognition with reward to what employee has achieved.

4. Demonstrating fairness during hard times: fair treatment of employees when faced with hard times and difficult moments like death of the near family members. this can be achieved by setting aside emergency funds.

5. Good organisation structure that allows learning, total quality management and re-engineering.

Mary Kay carries out internal marketing by educating some of its employers towards the distribution of its products, application processes, etc so they can intern educate consumers when the need arise. They are also allowed to get employees of their own all aimed at promoting and increasing the distribution of their products and achieving its marketing goals.

Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase of a good or service. Its importance varies by product, industry and customer.

In my point of view, customer service is simply customers are treated before , during and after the purchase of goods or services. Personnels in charge in other to exert good customer services are suppose to be polite and kind to consumers, try to answer their questions as clearly and as they can, giving directives to the customers if need be and as regards the products. A personnel who attends to customers with a smile is likely to attract more customers than one who wares a frown.