links for 2010-02-18
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There are stakeholders within the company that buy into the customer experience idea, understand the problems on the site, and want to improve. But they're stymied by other parts of the organization who are affected by inertia, bureaucratic process, short-term thinking, turf wars, inefficiency and distraction due to information overload, and a host of other issues. There are often too many concerns inside the organization to properly focus on who's outside the organization: the customers. And so the customer experience doesn't improve, despite how obvious the need (and potential gain) may be to objective observers like you and me. Actually getting a change made is really hard.
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