This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.

The grand outcome of dueling silos is the random and inconsistent customer treatment delivered to customers.

Your organization charts and biorhythmic service emerge most clearly when customers do business with you. Service providers and everyone else throughout the company can’t get a grip on what their personal performance is supposed to be.

Without the guideposts of metrics to keep people focused, 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 biorhythmic service because 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.

There is no process inside the organization to work together and figure out how to move the customer through an experience versus a tour of your disjointed and dysfunctional organization charts.

Unreliable, uncoordinated operations, and biorhythmic service impact your business growth and profitability.

Three sobering facts*:

  • 34% of customers say bad experiences are caused by interacting with a rude or disinterested employee.
  • 1 in 5 customers say bad experiences lead them to switch brands.
  • 20% of customers switch brands due to low product or service quality.

A unified cross-silo customer experience:

  1. Provides accountability and connects the functions of the operation that deliver service to the customer.
  2. Brings the silos together to use annual planning in a strategic manner to drive the management of customers as assets.

Download: How to reduce dueling silos

Read More:

*Source for sobering facts: NetPromoter Industry Benchmarks Study

email

About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

Tags: , , , , , , ,

Comments are closed.

Featured Downloads

Download: “The Difference Map” by Bernadette Jiwa

We’re big fans of author of The Fortune Cookie Principle and TEDx speaker Bernadette Jiwa, who says that good marketing…

Read More

The first chapter of “The Social Media Side Door” by Ian Greenleigh

Ian reveals the best ways to earn the attention of influential people using social media channels.

Read More

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More
Get our free weekly newsletter

Join 35,000 brilliant word of mouth marketers by signing up for our free weekly email newsletter filled with actionable word of mouth ideas.

You’ll be blown away by just how good you can be at this.

Never display this again