Customer dissatisfaction creates a "blame game" mentality around the organization. Customers who may have been attracted to the company specifically due to the advertising campaign can become frustrated and disillusioned.Īs the customer lodges a complaint, many organizations may apologetically "hand off" disgruntled customers from department to department without a smooth transition. The fulfillment team, or customer-facing individuals such as the front desk clerk at a hotel or the delivery person, may unintentionally misrepresent the program, resulting in dissatisfied customers. The sales team may - or may not - have been apprised of the new advertising campaign and are ill-equipped to communicate the intricacies of the promotion. A catchy slogan is developed that teases potential customers with amazing deals such as, "If you purchase this or these many, you'll receive a great bonus such as 'free shipping' or 'upgrades' or frequent user bonus points!" Concurrently, the accounting department may actually be exploring avenues to reduce any "specialty programs," such as the new offering due to historically low returns on investment. They have created their own silos - or individual "kingdoms."įor example, the marketing department may be tasked with sparking an interest in a new product or service. Each may not be familiar, nor make it a priority to understand other departments within the organization's roles, responsibilities, challenges, and needs. How does this happen? As these new departments are added to the organization, they tend to direct their focus on their own specific business needs and agendas. Unfortunately, independent "silos" within the organization may also be established. What may have started off with one or two employees handling all the aspects of the company such as product development, sales, marketing, fulfillment and administration is rapidly expanding to include specialists dedicated to specific areas while new departments are formed.
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