The fact of the matter is that it\u2019s the unusual organization that\u2019s set up to let people think and act collectively on behalf of customers. We\u2019re stuck in our dueling silos making independent decisions; taking isolated actions for the purpose of executing our discipline, achieving good numbers and earning a good review.<\/p>\n
This is the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along.\u00a0The independently planned actions of each silo clash and clang into a seemingly dim-witted chain of events that has the customer thinking; \u201cDo they talk even to each other?\u201d or\u00a0\u201cWhat are they thinking?\u201d<\/p>\n
We force customers to figure out our organization charts in order to do business with us. We deliver discontinuity in the experience where the organizational breaks exist. \u00a0It is in these hand-offs that customer failures occur. Defaulted customer experiences often break where organizational breaks exist.<\/p>\n
Simplify the roadmap for customers.<\/strong> Make the experience reliable, clear and beneficial to the customer.
Find your power source for bonding with customers. Connect with customers as they experience your products and services.
Are you eating your food, wearing your clothes and experiencing the same service you deliver to customers?<\/p>\n
![\"Shift](\"http:\/\/chiefcustomerofficer.customerbliss.com\/wp-content\/uploads\/2014\/09\/Shift-Silo-Priorities-to-Customer-Priorities.jpg\")
<\/a><\/p>\n![<\/a>](\"http:\/\/chiefcustomerofficer.customerbliss.com\/wp-content\/uploads\/2014\/09\/Alignment-Around-Experience-Not-Silos.jpg\"){kind=link}