Be aware of the silo pitfall in pursuit of excellent customer experiences

It’s the last 2 decades that any customer-centric company started the journey called “customer excellence”. Which, I reckon, includes almost any organisation from which customers purchase products or services. Ever since, the increasing availability of innovative technology accelerated the process of rethinking our business. With digital possibilities permeating any aspect of our business, servitization and digital transformation have become widespread concepts, leaving plenty of room for everyone’s own interpretation. (Please, see also: http://blog.acorel.nl/2019/02/customer-experience-transformation-from-caterpillar-to-butterfly/ for our Blogs on this matter).

Within this era, we reoriented on the services we provide and the way we offer products. In the urge for customer excellence, we all created our vision of a competitive distinctive customer experience. Exactly this vision can make us endure along the journey towards excellent customer experiences. It’s within the comprehensiveness of this transformation, that lies the risk of being trapped by the unfortunate pitfall of a siloed approaches.

Of course, this pitfall is as obvious as understandable, as running a business urges you to be pragmatic in decisions where to put focus and allocate resources. It takes a lot of perseverance and adaptiveness to withstand the temptation of the apparent clarity and advantages of a narrow focus. However, if you want your CX transformation to succeed, you best focus on the heart of the operational trinity, as we plead for in http://blog.acorel.nl/2019/09/digital-transformation-an-iterative-human-journey/.

At Acorel, being a true CX company, we go through this transformational journey ourselves as well. Aligned to our leading principle that “we guide our customers in all aspects of the CX transformation they go through”, we constantly expand & optimise our services. We also embrace the operational trinity, ensuring our offerings include, but are not restricted by our technological expertise. We intend to provide you with cohesive services to:

1. Overcome the shortcomings of traditional functional dividedness within organisations.
2. Prevent you from being trapped by a siloed focus, and
3. Support you to persevere at the path of iteration, as for excellent customer experience no single recipe for instant success exists.

Living up to our promise to bring an excellence customer experience within reach, we also support you with business services nowadays:

• Business analysts:
  • To provide guidance while setting up suitable roadmaps.
  • To track your opportunities for process improvement in your E2E customer processes, leadership, and way of working.
  • To maximizing customer value while minimizing waste, reducing customer lead times, increasing customer satisfaction and staff morale.
• Change management & user adoption improvement:
  • To create & sustain a customer centric culture,
  • thriving on true adoption and successful key user communities.
• Business consultants:
  • To shape operations and services, aligned to strategic customer needs, directly linked to organizational strategy.
  • To ensure disciplined, data-driven approaches, based on proven best practices and methods.

Do you feel like your “digital customer experience transformation” could benefit from our business expertise and services? Just go to http://blog.acorel.nl/digitale-transformatie/#download to find out more about our offerings.