“The left hand doesn’t know what the right hand is doing.”
"We just aren't on the same page."
"It seems like everyone is just rolling their own."
"Why can't we all sing from the same hymnal when we're out with customers?"
If you hear these phrases around your organization--or even catch yourself saying them--then there is ample evidence of inconsistency in your customer conversations. It’s common to have disconnections among units (Marketing, Sales, Service), geographies, product/service lines, or what potential customers hear online versus offline. I think that evolving work patterns, where more is happening virtually and teams rarely are in the same space at the same time, exacerbate the gaps. So have pressures on training and onboarding budgets.
When was the last time your team learned something really valuable from a customer-satisfaction survey program?
Having had research experience on both the academic and private-sector sides, I try to pay attention to those customer-satisfaction surveys in the marketplace. From what I’m seeing, many organizations need to reconsider what they are doing.
Just as there really is such a thing as bad publicity, and just as you actually can over-communicate, it is indeed possible to have too much information coming from your customers (if that information is devoid of meaning)....