You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts.

There’s a lack of clarity on what’s really important to differentiate the company.
The customer is not understood the same way by everyone in the company.
There’s an imbalance between the culture to drive revenue and the understanding of including customer investment.

The shorthand for the CCO role is to be that duct tape to connect the silos by reframing the work of the business through the lens of how your customer experiences the company.

Take Action: Three Steps 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 in the Customer Experience Perspective

Facilitate company wide definition of your customer experience.

2. Identify Cross-Silo Dependencies

Identify the silos required by stage of the experience and rate the ability today to coordinate among the silos to deliver a united experience.

3. Evaluate the Silo Impact Across the Customer Experience

This will give you a sense of the work ahead required to unite the silos.. For each stage, rate if the silos are united to always, sometimes or rarely deliver a reliable experience.

 

First published on: CustomerBliss.com

About Jeanne Bliss

Jeanne Bliss is not an evangelist or observer of companies; she is a customer experience expert.

As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer loyalty. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations.

Jeanne developed her passion for customer loyalty at Lands’ End, Inc., where she reported to the company’s founder and executive committee as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its chief officer for customer loyalty & retention. She was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand’s retention effort.


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