Organizational alignment
Aligning Marketing, HR and Operations
Creating and delivering a great customer experience can only be achieved by aligning the whole organisation behind the brand promise. Successful organisational alignment means that Marketing, HR and Operations must have a collective role in designing and managing a customer experience that delivers this promise. Here’s a quick overview of the roles that each function can play in the process.
- Marketing defines the brand promise
- HR builds the skills and knowledge
- Operations (or customer services) creates the right infrastructure and processes