108: Building a World-Class Internal Culture

We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers.

Some of the same tools we use externally can also be used internally to evaluate what we can improve internally. Roleplay exercises, using negative cues to identify the tone of your messaging, and team-building activities are just some ways you can begin to improve your organization’s culture.

In this episode, Dave Murray will present how you can build a world-class internal culture. As VP of Consulting with The DiJulius Group, Dave strives to make all participants feel comfortable–creating an ideal environment for idea generation and sharing. Dave has more than 25 years of experience in customer service, marketing, and sales.

Learn how to fix the common pitfalls of internal culture and get all team members focused on your customer’s experience. You’ll hear some of Dave’s tricks for transforming your company’s internal culture. This presentation is from the Customer Service Revolution Conference held in Cleveland on November 7th, 2022.

Here are just a few takeaways:

  • Communication is the most frequently reported problem in company cultures
  • How internal communication impacts the external customer experience
  • Creating internal culture with a focus on the employee experience has to be purposeful
  • Empathy is important for internal and external culture
  • Roleplay exercises can help you achieve results
  • Use negative cues to identify the tone of your message
  • Consider performing an internal negative cue audit
  • Evaluate your internal communication best practices and create non-negotiable standards
  • Identify the communication gaps and develop standards around that
  • Don’t deliver bad news in writing–call first
  • Who are the invisible service providers in the organization?
  • Internal culture serves people in the organization who serve external customers
  • How team building can strengthen an organization’s internal culture
  • Build a process for internal handoffs
  • Consider internal journey mapping
  • Build in experiential standards
  • Create a culture that instills pride

Resources mentioned:


The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.