Replace the silos with the customer journey.
The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.
Identifying the moments of truth drives awareness about where a company can have an impact on a customer relationship and customer profitability. Building an operating plan for the execution of the key moments of truth clarifies the organizational and operational handoffs where so much customer dissatisfaction and defection occurs.