Good service, bad service: The CX at the core of technology

Customer feedback has become increasingly influential with the rise of social media and on-demand services, significantly impacting the success or failure of a business. This dynamic is particularly crucial for tech companies operating under a Software as a Service (SaaS) model, where customer satisfaction metrics are vital. The article explores the concept of "inner customer experience" (ICX), which pertains to the internal dynamics and relationships within technology teams that shape the user experience. By examining the roles of engineers, product managers, and designers as both customers and suppliers within the production cycle, the text highlights how effective ICX with clear communication, planning, and feedback can lead to superior products and services. The importance of measuring and improving ICX is emphasized, suggesting it can enhance the overall customer experience and prevent negative outcomes. The article advocates for a structured feedback system to encourage constructive criticism and improve team dynamics, ultimately leading to better product development and customer satisfaction.