How purposeful is your company in working together to determine the experience it delivers to customers?
All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.
Achievement in the delivery of a unified customer experience is difficult because it requires that the silos drop their functional disciplines during the planning stages and focus on customer life improvement. This will make every project seem more complex because there are more people at the table participating in every aspect of the business. But the companies that do this well understand and care about priorities in customers’ lives. And customers continue to these companies as their favorites.
1. Define Your Customer Experience Stages
2. Identify Cross-Silo Dependencies
3. Evaluate the Silo Impact Across the Customer Experience