Unified Customer Experience

If your company has more than 1 department then the reality is that you have silos. The larger you grow the more that is your reality. The more that is your reality, the more likely it is that the customer experience is fragmented and frustrating to your customers.

You also know that customers don’t relate to departments. Customers see you as a company and don’t care about the silos. In fact, when they encounter silo-ed behavior, they might just get angry.

That makes the case for unifying your customer experience. When approached from a department’s point of view, the department may sub optimize what should be a unified customer experience.

Someone needs to take leadership of the unification process for your customer’s experiences with your company. Someone has to champion the whole experience.

Will it be you? If not, why not?