The grand outcome of dueling silos is the random and inconsistent treatment delivered to customers. It is our organization charts that emerge most clearly to customers when they do business with us, certainly not a unified brand experience.
Without the guideposts of metrics to keep us in line, the delivery of service frequently goes up and down based on the mood, competence, or opinions of the person interacting with the customer. This is what I call biorhythmic service. The front line, not the company, individually makes decisions on what the brand will mean to customers, and that changes from day to day, from person to person.
