“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.
- 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.
- 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.
- 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.