Customers are essential to a business, yet many companies today are unknowingly creating conditions for a customer experience gap. Performance, convenience, personalization, and trust are all things customers expect from a company they’re doing business with. If these expectations aren’t met, it can create a disconnect between a business and its customers.
In a recent Forrester blog, analyst Ted Schadler states, “To close customer experience gaps, firms must think differently and invest differently in the technology of experience delivery.” According to Schadler, thinking differently and creating strong relationships with customers involves building stronger internal relationships between employees.
Having closer internal relationships can make your company stronger by helping to bridge customer experience gaps. To make sure your customers have a positive experience, start by establishing common ground between business stakeholders, developers, and tech professionals. Common ground should be cemented into the company’s day-to-day operations. It’s also essential that your employees know what’s going on in all departments, not just their own. Transparency involving shared knowledge as well as open communications will allow for better collaboration, and the building and delivery of products that meet customer needs.
Here at Mediafly, internal collaboration is reflected in everything we do. Our sales and marketing teams are in constant communication with one another, working together to create the best content and overall customer experience possible. In an effort to create full transparency, frequent meetings are held to discuss departmental objectives and current projects. With strong communication between both departments, the marketing team is able to create content that consistently supports the sales team.
As Schadler suggests, a strong and collaborative work environment is key to business success. When things are working effectively from inside the company, this will be reflected back to the customer experience, allowing you to stand out as a top choice for customers.
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