The grand outcome of dueling silos is the random and inconsistent customer 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.
Lack of a unifying purpose for customer treatment across the silos
PLUS
A hodgepodge of inconsistent metrics
MEANS
Parts of the organization deliver varying levels of performance to your customers
(Translation: Bad Mechanics and Biorhythmic Service)
Service providers and everyone else throughout the company can’t get a grip on what their personal performance is supposed to be. Especially those at the front line are subject to performing based on their personal skill set and interpretation of what’s important. (And as we all know, people have better days than others.)
Biorhythmic Service – 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 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 organizations to work together and figure out how to move the customer through an experience versus a tour of our disjointed and dysfunctional organization charts.
Here is how unreliable, uncoordinated operations and biorhythmic service impact your business growth and profitability:
Summary: Why a Unified Cross-Silo Experience is Important
1. Provides accountability and connects the functions of the operation
2. Brings the silos together to use annual planning in a strategic manner to drive the management of customers as assets
Learn More: Customers Defect When the Silos Don’t Connect
