Your customer doesn’t care how your company is structured.

They don’t care that Sales uses one system, Finance another, and Customer Service can’t see either.

They don’t care that their request belongs to “another department.”

And they definitely don’t want to coordinate those departments for you.

Yet we often make customers navigate our internal complexity:

- “Please contact another team.” - “We don’t have access to that information.” - “That’s handled by a different department.” - “You’ll need to explain the situation again.” - “That system isn’t connected to ours.”

All of these may make perfect sense internally.

But from the customer’s perspective, there are no departments.

There is just one company.

Every time a customer has to understand our organizational structure to get something done, we’ve transferred our complexity to them.

Your org chart is your problem. It shouldn’t become your customer’s journey.

#CustomerCentricity #CustomerExperience #EmployeeExperience #CX #EX