Jeanne bliss a silos without meaning a problem

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By jeanne bliss  comments channel-by-channel measurement econsultancy has just published a guide on customer experience best practices , some of which are detailed in this post. Two channel-by-channel statistics immediately stood out to me, and are indicative of the problems some cx teams are having. Good news, though: they're also indicative of growth and revenue opportunities within your organization. The first statistic, channel by channel channel-by-channel measurement look at the dark blue bars for company respondents. 40% report that different departments have different agendas, while only 29% say it is a collaborative process.

Although the numbers are lower, we still have 14% of respondents saying their company prioritizes short-term profits over customer lifetime value. None of these are good options. "Different departments having different agendas" is a logical thing: departments are usually compensated for different things, so each department prioritizes what will give them the greatest reward. I understand that, and we've all worked in Netherlands Mobile Number List companies that are very isolated. The problem with channel-by-channel statistics the problem is: generating revenue has increasingly become about a customer, and the customer has so many different touchpoints with your organization. They can contact a call center or communicate with you on twitter.



They can visit a physical store or purchase your products on their ipad. Extrapolation of touchpoints + the continued importance of customer experience = silos must become a relic. I'm all for bridging silos and bringing senior managers together in some form of shared responsibility. That's the only way you'll see customer-driven growth. Unfortunately, it seems like 4 out of 10 companies (at least in this survey) aren't there yet. This is an opportunity. If you want predictable customer revenue and growth, start with better internal alignment. Now here is the second visual/stat that appeared: channel-by-channel measurement channel-by-channel measurement “design and measure channel by channel” won the day.