In the telecom space, brands face an ongoing struggle to retain frontline representatives who directly interact with consumers. Not only are they operating in a highly commoditized industry where the only variation among competitors comes down to price, but they’re also routinely overloaded with product details and customer frustrations. As a result, they often don’t have a real understanding of the brand story. Thankfully, telecom brands have the power to make improvements. How? They can engage these employees the right way, support them in delivering a great customer experience, and work to help them find internal brand alignment. Read the full article here.
Silos in a Customer-Centric World
The concept of “silos” has become somewhat of a punchline in today’s corporate world. I commonly hear phrases like, “That’s
