Customers don't care how your company is organized, but internal silos destroy their experience. When a customer's problem bounces between departments waiting for feedback, they see only delays and indifference, not the reason for the handoff.
Genuinely, your customer doesn't care. They are buying a product or service. Whether it goes from your sales team to your operations team, that's not a concern your customer has or should have. But those little silos that you've created because it looks good on your organization chart, it helps you manage, it helps you do things. None of that impacts your customer at all. In fact, very often it negatively impacts on your customer. We've all been in the position where. You've had a bad service, you've emailed your bank or whoever, your telecoms provider, and making a complaint. Something didn't happen the way you wanted it to. And 2 weeks later, nothing. You have to then go back and you go back and you eventually get someone on the call or you've emailed them. And the response you get is, oh, I'm waiting on feedback from that other team before I can give you feedback. And that's a classic example of those silos getting in the way of a customer service.
