Understanding Metrics and Handoff Silos in Organizations PPT

This PPT slide, part of the 25-slide Organizational Silos Primer PowerPoint presentation, outlines 2 specific types of organizational silos: Metrics Silos and Handoff Silos, emphasizing their impact on customer expectations. Metrics Silos focus on performance measurement, highlighting a disconnect between how business performance is assessed versus individual or team performance. It points out that heroics often overshadow preventive measures, with issues being resolved on a case-by-case basis rather than collectively addressing customer needs. The recommendation stresses the importance of aligning measurements with organizational goals to foster a well-founded vision for customer experience excellence.

On the other hand, Handoff Silos are characterized by blame-shifting and difficulties in achieving objectives. This section illustrates the challenges customers face when trying to navigate through organizational hurdles, often leading to wasted time and effort. The recommendation here is to clearly define the scope and boundaries of roles to enhance productivity and ensure a return on investment.

Both sections conclude with a "Missing Link for CX," which identifies the gaps in current practices. For Metrics Silos, the focus is on the need for proactive issue prevention and anticipation of customer expectations. For Handoff Silos, the emphasis is on avoiding surprises and ensuring that solutions are genuinely aligned with customer objectives. Overall, the slide provides a clear framework for understanding these silos and offers actionable insights for organizations aiming to improve customer experience through better internal collaboration and alignment.

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Organizational Silos Customer Experience Performance Measurement Return on Investment