Successful <\/span>customer experience require<\/span>s<\/span> silo<\/span>s to go against their genetic makeup and work together<\/span> across the customer journey. Your business goals include improving customer experience, (as all <\/span>companies\u2019<\/span> should). <\/span><\/span> To do this<\/span> your tactics <\/span>must<\/span> include<\/span> examination <\/span>of operational <\/span>silos that could hold you back. That\u2019s not to say that silos should be abolished. Rather that your customer experience strategy include ways to build bridges between them.<\/span><\/p>\n Is your business guilty of operating one or more of these common silos that can derail customer experience?<\/span><\/p>\n These occur when it takes time for b<\/span>usinesses <\/span>to consolidate or integrate new technologies. The result is <\/span>customers<\/span> feeling they have to chase answers<\/span> indefinitely<\/span> for reasons that don\u2019t make any sense. <\/span>An example is telling customers they have to log in to another site to get what they need. You can solve the resulting frustration by doing this for them rather than asking them to take on the inconvenience.<\/span><\/p>\n <\/span>These occur when <\/span>b<\/span>usinesses capture data along the customer life cycle<\/span> <\/span>from different sources<\/span> <\/span>and in various formats.<\/span> The result is <\/span>customers are required to perform<\/span> <\/span>mundane and laborious steps <\/span>in order <\/span>to get what they need.<\/span> An example is when multiple agents ask for a customer\u2019s account number. <\/span>In customers\u2019 minds, this means repetition, wasted time, and uncertainty.<\/span><\/p>\n These occur when multiple groups communicate with the customer. For example, sending a customer a welcome greeting from several different departments. This creates redundancy and confusion for the customer.<\/span> M<\/span>ultiple groups sending onboarding <\/span>notes or<\/span> requesting survey feedback<\/span> <\/span>indicate<\/span>s<\/span> <\/span>inefficient <\/span>processes.<\/span><\/p>\n These occur when d<\/span>ifferent people <\/span>in different departments<\/span> have different visions of the customer experience strategy. <\/span>The result is customers feel their best interests and well-being aren\u2019t the company\u2019s main focus. For example, <\/span>Information Technology\u2019s vision may be at odds with Marketing\u2019s vision, and so on across the C-suite.<\/span><\/p>\n These occur when d<\/span>ifferent people throughout<\/span> the<\/span> company have different understandings of customers\u2019 realities. <\/span>For customers the result is an inconsistent experience and little empathy for their problems. I<\/span>t takes <\/span>major <\/span>effort to create a common understanding across <\/span>all <\/span>employees. However it<\/span> <\/span>is<\/span> imperative when it comes to showing customers they are<\/span> valued<\/span>.<\/span><\/p>\n These occur when b<\/span>usinesses<\/span>\u2019<\/span> multiple obligations such as shareholders and industry analysts<\/span> <\/span>dilute the over-arching importance of customers. Customers are the life <\/span>blood<\/span> <\/span>of<\/span> the business<\/span>. For customers<\/span>, th<\/span>e result is unmet expectations. Especially when it comes to having issues solved right the first time, all the time.<\/span> <\/span>An <\/span>example of this is when staff without customer-facing roles disconnect from how their jobs affect customer experience. All staff, despite department, should have customer experience<\/a> goals.<\/span><\/p>\n These occur when <\/span>a business\u2019 overall p<\/span>erformance measurement<\/span>s<\/span> differ from <\/span>those of <\/span>departments, individuals and teams. <\/span>For customers, this means there is a lack of problem prevention and anticipation of their expectations.<\/span><\/p>\n <\/p>\n In order to create a customer-centric business, customer e<\/span>xperience <\/span>professionals must be work toward solving silos issues resulting from the examples listed above. By focusing on what\u2019s best for customers, many silos will prevent these issues from developing in the first place. <\/span>Ultimately, <\/span>i<\/span>f your company doesn’t work together as one<\/span> cohesive unit<\/span>, <\/span>the result will be a disjointed customer experience. To learn more about how silos may be affecting your business and customer experience, contact <\/a><\/span>Ansafone<\/span> today. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":" Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles. Although this focused framework can be healthy for a business, it can also lead to many problems. Simply consider the fact that \u201csilo mentality\u201d […]<\/p>\n","protected":false},"author":2,"featured_media":3299,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[51],"tags":[47,180,155,181,182,183],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/posts\/3258"}],"collection":[{"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/comments?post=3258"}],"version-history":[{"count":0,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/posts\/3258\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/media\/3299"}],"wp:attachment":[{"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/media?parent=3258"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/categories?post=3258"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ansafone.com\/wp-json\/wp\/v2\/tags?post=3258"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"System](\"https:\/\/wordpress-435082-2375364.cloudwaysapps.com\/wp-content\/uploads\/2018\/11\/HowCustomerEngagementSilos_2.jpg\")
Systems silos<\/span> <\/span><\/h5>\n<\/h5>\n
Data silos<\/span><\/h5>\n
Process silos<\/span> <\/span><\/h5>\n
![\"Vision](\"https:\/\/wordpress-435082-2375364.cloudwaysapps.com\/wp-content\/uploads\/2018\/11\/HowCustomerEngagementSilos_3.jpg\")
Vision silo<\/span>s<\/span> <\/span><\/h5>\n<\/h5>\n
Assumption silos<\/span> <\/span><\/h5>\n
Goal silos<\/span> <\/span><\/h5>\n
Metrics silos<\/span> <\/span><\/h5>\n