Assumptions that silently kill customer experiences

Supposition, hypothesis and guess are synonyms of what may happen within a company. Picture this and let me know how it resonates: teams ‘A’ and ‘B’ have been assigned different tasks. Upon carrying out them, these teams will have to work together in a project. Suddenly – often too late – they realize a lack of information that will affect negatively times, efforts and costs. That’s how you may silently kill customer experiences.

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Highlights

00:47 Intro episode #51
01:11 The underlying issue many managers complain about
02:19 Two symptoms that determine a weak internal communication
03:11 1. When just one part cares about it
04:13 2. “I though you did it!”
06:01 So many digital channels, yet poor internal communication: how come?
06:55 Information overload and interferences: the perfect storm
08:15 These assumption kill customer experiences – indeed in this case
09:01 Lesson learnt: the high price of silence and mutual misalignment
13:11 Drop your question here: paolo@customerserviceculture.com
14:01 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
14:23 Check out all available services on CustomerServiceCulture.com
15:15 💡 Check out the Customer Culture Academy (link below)
15:31 Closing remarks – have great conversations!

Over to you

I’m 100% sure that you don’t want to kill customer experiences. Nevertheless, it may happen if only one team / person does not make all efforts to prevent it. And since internal communication is the ‘place’ where companies make it or break it, we can strengthen and optimize it together in Customer Culture Academy.