The Name of the Game? Integration.

"Talent wins games, but teamwork and intelligence win championships."

Michael Jordan, (American NBA basketball player, widely considered to be the greatest player in the history of the game, 1963 - )

For companies that care about the client / customer experience (and who doesn't these days?), teamwork and integration is a must.

ACTION

1. Choreograph all your client touch points so the client has a seamless experience whether s/he interacts with your account team, speaks with your finance team, walks into your storefront, contacts your service center, uses your website, or self-serves.
2. Ensure sure the systems and processes that support this coordination are in sync. Often, companies have channel-specific silos that are culturally and logistically at odds.
3. Create incentives that encourage your people to coordinate across those channels. Look out for those who serve as barriers to a harmonized customer experience. If they can't learn to coordinate, it may be time for them to make room for their integration-minded colleagues.

 

Learn more by reading the article upon which this posting was adapted and based: How Integrated Are Your Customer Experiences?,by Jesse James Garrett of Adaptive Path.