255: (Tip) Your Org Chart vs. Your Customers

Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. How organizational structure creates bad experiences A solid organizational structure is essential to delivering great customer experiences, creating new ones, or solving issues. But too often, we send customers on a journey through our internal org charts instead of a direct path to success – especially when there’s an issue. While it is important to establish accountability, customers don’t care who in your organization is responsible for solving an issue, so long as the experience is quick and painless for them. And yet, customers often find themselves at the mercy of internal processes when trying to get things done. “If there’s a customer champion in any organization, it should be in leadership.” -Jeannie Walters What is meant to keep things organized on the inside can easily spell disaster on the outside- while customer experiences suffer, customer satisfaction drops, and loyalty disappears. Where does your org chart create nightmares for customers? Jeannie has some expert tips to help you tighten things up and keep them on a rewarding journey. Listen in! Related Content 360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now Customers That Stick® post, 3 Areas to Focus your Customer Experience in 2017 Episode 39: Does Employee Empowerment Work? Episode 249: How Customer Service Training Goes Wrong We're on C-Suite Radio! Check it out for more great podcasts Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free! Make your mission statement meaningful both to customers and employees Ensure customer-facing employees meet and exceed expectations Turn ordinary processes into a conduit for your mission Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free and check out more free webinars.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices