Tools to Evaluate Your Customer Experience Stages


Share on LinkedIn

How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.

Achievement in the delivery of a unified customer experience is difficult because it requires that the silos drop their functional disciplines during the planning stages. It makes every project seem more complex because there are more people at the table participating in every aspect of the business. But the companies that do this well are the ones that customers continue to name as their favorites.

Here are three tools to help you.

Take Action – Download:  How to Reduce Dueling Silos
The key to this work is to be high on operational relevance and low on the “Kumbaya” or lip service.

1. Unite the Operation from the Customer Experience Perspective

2. Identify Cross-Silo Dependencies

3. Evaluate the Silo Impact Across the Customer Experience

Republished with author's permission from original post.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here