Jay Baer Highlights the Crucial Link Between Internal and External Experience for Businesses

In a recent LinkedIn post, Jay Baer shared insights from his recent engagement with the management team of Veridian Credit Union, highlighting the powerful connection between a company’s internal operations and the external experience it provides to customers.

Baer described the enthusiastic reception he received, noting the unique pre-stage engagement from the audience. He wrote:

“WOW! I have done a lot of events, but NEVER has the audience engaged in a vigorously competitive game of ‘shake it off’ with Post-Its before I took the stage. Tough act to follow!”

The Power of Internal Experience

The core of Baer’s discussion centered on how the outward experience offered to members is significantly influenced by the internal workings of the organization. He emphasized that a positive customer experience is often a direct reflection of a healthy and efficient internal environment.

As Jay Baer points out, the Veridian team was focused on enhancing the member experience, a goal that requires a deep understanding of internal dynamics. He stated:

“We spent a half-day together working on specific ways to enhance the experience they offer their members (which is already excellent).”

Baer elaborated on this critical link, arguing that optimizing the customer journey necessitates attention to the employee experience and the seamlessness of inter-departmental processes. Smoothing out these internal handoffs, he suggests, is crucial for delivering a consistently excellent external experience.

Fostering Teamwork and Culture

Throughout his post, Baer praised the culture at Veridian Credit Union, describing their teamwork as “amazing.” This suggests that a strong internal culture is not just a byproduct of good management but a foundational element for achieving superior customer service.

According to Baer, the focus was on practical strategies to elevate the already high standard of service Veridian provides. He noted:

“We talked a lot as well about how the outward experience is driven a LOT by the internal experience, and smoothing out inter-departmental handoffs is crucial.”

Baer’s reflections underscore a key principle in business strategy: that internal operations, employee satisfaction, and inter-departmental collaboration are not separate concerns from customer experience, but rather its direct drivers. By working with companies like Veridian, Baer continues to highlight the importance of this holistic approach to business success.

The post concluded with a lighthearted mention of Iowa’s beer, contrasting it with a less favorable tequila experience, before heading to his next engagement. Jay Baer expressed gratitude to Veridian, The Speaker Exchange Agency, LLC, Michelle Joyce Speakers, and Maddie Jager for facilitating the event.