Hey - this is me
How to Spot?
This beast lurks inside organisations ‘ processes ensuring there is no join up between how different areas of the business work together. A customer’s journey will appear disjointed with no warm handovers between people .
How to get rid of?
-Firstly map out your existing customer journeys
-Include even the less obvious ones as these are where you’ll find these fiends
-Identify gaps remembering to review customer complaint data and staff input
-Rework journeys, prioritising highest volume areas