Are your brand management and product design teams in sync with the kind of customer experience your company wish to offer ?
Most of the time it is seen that there is no connect between brand commitment company conveys through all kind of communication , product design team actually creating an experience and customer service team managing the gaps between the two.
Customer experience design is a deliberate DESIGN & therefore involving CE team in inception of product design , process design , advertising , branding , marketing and training is CRITICAL.
When music symphony is orchestrated , every aspect are planned in order to achieve the kind of experience symphony director wish to offer to the audience. Everything is in sync with the expected outcome.
Offering scintillating customer experience which is truly a competitive advantage requires entire company to behave in sync with expected outcome i.e. experience which company aim to deliver to the customers. Your branding and marketing team shall not behave which makes people disbelieve your brand. Unfulfilled brand promises can cause disaster for the brand it self.
No company can afford to forget words of wisdom of Steve Jobs " You have to start with Customer Experience & work backward for technology, process & people." & even branding & marketing.