Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer.
Without collectively managing the impact due to silo dysfunction, companies will continue to deliver random and defaulted experiences. Most companies inflict customer pain. Sometimes the end game for customers becomes merely to pick the company that will inflict the least pain. Is that how you want to differentiate yourself?
Not Keeping Customer Score?
Take Action: Track the Rate of Customer Referrals
Take Action: Hold Operating Areas Accountable for Incoming Feedback
No Customer Game Plan?
Take Action: Take the Customer Centricity Reality Check Audit
Power Core Impact on Customer Decisions is Unknown?
Take Action: Know Your Power Core
Disjointed Goals and Metrics?
Take Action: Establish Guerrilla Metrics and Connect Disjointed Metrics
Take Action: Grow Customers as the Asset of Your Business
No One Owns the Customer Experience?
Take Action: Integrate the Five Customer Experience Competencies
Take Action: Tap into the Power of Public Accountability
Annual Opportunities Missed?
Take Action: Capitalize on Annual Planning to Manage Customers as Assets
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