Based on the findings of our new global study - Join up to Stand Apart - this infographic takes a look at what's getting in the way of delivering a winning customer experience and how you can overcome these barriers.
Infographic: Battling the barriers to great customer experience
Joined-up customer experiences are proven to drive growth
Yet many organisations are struggling to
keep pace with the rising expectations of
WHAT’S GETTING IN THE WAY?
Don’t involve sales teams
in developing customer
Strongly agree that their
functions work together
to contiuously improve
every aspect of the
Have no board level
responsibility for the
experience in their
<1IN3 >40% <1IN5 29%
Diﬀerent divisions pitching for the same business
3 diﬀerent CRM systems being launched at the same time...
Attending an event, not realising the other
function was attending & presenting there!
No internal joint business planning practices
5 global marketing divisions
annual planning in 5 diﬀerent ways
When the boss didn't know that a co-worker had died!
WHAT GROWTH DRIVING COMPANIES DO DIFFERENTLY
Growth Drivers Growth Laggards
Join up strategies
ways of working built
join up strategies,
HOW CAN YOU DO THIS IN PRACTICE?
in strategy &
of peopleof real working
Co-location is challenging but crucial…
instilling common thinking & encouraging trust
so people think about doing things diﬀerently
Stephen Noakes, MD Retail Customer Products, Lloyds Bank
Clearly deﬁne the customer experience you want to
create, If you’re clear what it looks like, you don’t get
constrained by the way supply chain & systems are
Will Orr, MD, British Gas Home Installations
We teach people the basics but we
expect them to use their imagination
and brainpower to solve the rest
David Cush, CEO, Virgin America
CLICK HERE TO FIND MORE PRACTICAL TIPS & EXAMPLES
ways of working
WHAT WE’VE HEARD...
#1 Barrier is siloed behaviours and ways of working
BATTLING THE BARRIERS TO
GREAT CUSTOMER EXPERIENCE
Source: Join up to stand apart: a study led by Brand Learning
Worst examples of siloed behaviours