Silo Busting Your Way to Customer Loyalty and Referrals

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience.

The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners with practical, actionable strategies to break down these barriers.

Michelli emphasizes the importance of creating cross-functional teams, developing a unified customer view through CRM systems, empowering employees for issue resolution, and investing in cross-departmental training. The discussion is framed around the critical need for businesses to foster a culture where collaboration supersedes division, ultimately leading to enhanced customer loyalty and referrals.

This episode serves as a guide for leaders seeking to navigate and dismantle internal silos to build a more cohesive, customer-centric organization.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.

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