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The Problem
As any organization scales, departments naturally separate into silos. When departments within the same organization do not work together in harmony, the customer experience suffers.
Silos form for a number of reasons including:
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Competing priorities
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Poor communication
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Lack of empowerment to make decisions
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Inadequate tools
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Departmental reputations
Business Risks
Departmental silos create significant business risks that include:
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Fewer customer referrals
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Less share of wallet
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An increase in price/rate shopping
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A decrease in retention/renewals
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A shift from you as their primary partner to their secondary choice
Why get the eBook?
The TEAM EXCHANGE eBook™ provides a simple 4-step framework to ensure your Team Exchange is a success.
The Team Exchange was an integral part in "The Year of Empathy," a strategic approach to aligning employees to deliver outstanding customer experiences.
"The Year of Empathy was nominated and won The CX Innovation Award in 2018.
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