The customer experience depends on the entire organization. But it is not easy to coordinate all areas. Silos exist and will exist. The important thing is the communicating vessels. How to achieve interaction so that, each one in his own story, we can all coordinate? Three ideas to build bridges between silos. Establish common objectives. Frequently each area has indicators that may be contradictory with other areas. Each one has their own thing, but we can create a higher level. A more macro objective or a project between areas that generates interdependence. (2) put yourself in the other person’s shoes. Can we take on someone else’s role for a day? Building bridges Those in sales can work in portfolio. Those in collections in systems or those in technology in logistics.
Establish common objectives
Each person in the company can take on another role for half a day and understand what the other does. (3) recognize the effort. Knowing that each person has very important responsibilities. But that frequently, due to ignorance of what the other executive data person does in the other area, we do not value the effort they are making. The differentiation is not only in the great arguments. It is in every message that reflects the personality of our brand. I found this at hershey’s chocolate store: “oh nooo!!! “we are working to make this candy machine wonderful again #epicfail . ” this is how they report that a machine is broken. It is not the typical “out of service” sign, they are taking it with some humor which achieves the customer’s benevolence in the situation.
Put yourself in the other person's shoes
Building bridges Could you give your communication a little twist to achieve. More empathy with your customers and differentiate yourself from your stuffy competitors? we are familiar with the “black list” of clients, those who due to previous experiences were marked so ES Phone Number as not to work with them again; but not so much with the “white list”, those who, due to their exemplary behavior. Deserve a significant simplification of processes and a reduction in demands. Could you design your “whitelist” to improve the experience of those. Who really make a difference in your business and not treat them as if they were ordinary?
