He thought the problem was that his teams didn’t have the right systems. The problem was that he’d lost his biggest customer, and for him, that cost about £250,000 per annum.

Customers journey through our organisations from one end to another, from order all the way through to delivery, and then into the ongoing customer relationship. In this case, that journey wasn’t joined up in any way, shape, or form.

So, silos are the biggest problem any organisation has when it comes to delivering seamless customer service.

The customer often falls between those silos, and then they get frustrated. No one person was taking accountability for the end-to-end delivery to their customer.

It wasn’t about systems. It wasn’t about technology. We had to work with them on their mindset to understand that the journey the customer goes through is a horizontal one through the organisation. It’s actually all about the service.

Look, if this resonates with you, as it does with many client organisations that I work with, take a look at what we’ve done with some of our client organisations and give us a call