Trailhead Thoughts
“The internal customer experience determines the external customer experience.”
- Shep Hyken
Trail Map - Learn. Think. Act. ™
How To Design an Internal Customer Experience That Drives Success
Oftentimes we fall into the trap of thinking about customer experience only in terms of the people who buy from us and we forget about the people inside our own walls. Internal customers - your teammates, colleagues, and departments, need the same clarity, support, and intentional design to thrive.
When you treat internal experience with the same focus as external, you likely will unlock better engagement, retention, and performance.
📚Learn
Internal customers are the people inside your organization - team members, colleagues, or other departments. Just like external customers, they need a great experience to succeed.
A successful internal customer experience goes beyond hiring. It includes:
Building a Talent Pool - Not just waiting until a role opens.
Thoughtful Onboarding - Helping new hires integrate smoothly.
Ongoing Development - Supporting career growth and adaptability.
Clear Career Paths - Even if the plan develops over time.
By breaking these phases into smaller steps (e.g., 30, 60, 90-day plans), we create clarity and momentum for success.
🤔Think
How does your organization currently support internal customers?
What does “good” look like for internal customer experience?
Where do breakdowns happen in onboarding, development, or retention?
💪 Act
Define what success looks like for internal customers.
Identify small improvements for onboarding and career development.
Talk to team members and leaders - where do they see gaps?
Focus on designing an intentional experience, not just reacting to problems.
A great internal experience reduces risk, improves engagement, and builds a stronger team. Start designing for success today!