It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight.
Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers – is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.
Here’s a perfect scenario: A large telecommunications provider recently released a new product to market but quickly noticed a high level of customer churn. As it turns out, there was an issue with the new device instructions and service agents were not properly equipped to assist customers. This led to frustrations and ultimately the customers returned the product to the retail store and cancelled the plan.
Where’s the figurative yes-man? At a...
