Companies Sell in Silos, But Consumers Think Experience

The most innovative, no, the most most successful companies integrate customer experience into every facet of the business. This recent white paper from Hub Magazine features a short, but excellent take on breaking down silos to build strong innovation.

Customers do not think in silos – they are not responsible for “pricing” and ignore quality control.  It all matters to a customer.  But what drives referral?  What drives a customer to emotionally embrace and willingly tell others about their experience?  Processes are good.   But, most fail to take into account the non-rational elements that drive distinctive experiences.