Friday, March 29, 2019
E2C vs. E2E
You've probably heard terms like B2B, B2C, and B2G.
Have you heard of E2C and E2E?
E2C = Employees who service customers
E2E = Employees who service other employees (internal customers)
I coined these terms because, in my experience, especially at large companies, internal customers are not treated with the respect given to external customers.
Internal customers have to jump through more hoops, suffer from more lousy service and delays, and often have to put up with sub-par user interfaces and computer systems.
This ultimately harms the entire business.
That is why, in my Strategic Simplicity® Framework, user simplicity and operational simplicity are related. Even though user simplicity is often regarded as "making the (external) customer's life easier", my definition of operational simplicity includes "applying user simplicity to internal customers".