Oneness requires precise alignment between a brand and a customer care provider. Brand strategy must be meticulously reflected by client and vendor representatives alike, performing as mirror-images of one another in purpose and execution. Lack of a well-defined and proven process for achieving oneness is a strong indicator things will go badly later on, costing time, money and buyer confidence that is not easily regained.

Consider the costs of not properly orchestrating customer experience operations, including inability to proactively anticipate issues, quickly understand breakage and calibrate performance based on visual cues. If there are management deficiencies, continuity gaps, communication disconnects, consistency fluctuations, etc., the money you save by focusing on price alone could accelerate customer attrition.

If there is no innovative and comprehensive approach to indoctrinating, developing and “optimizing” agents and associates at a level of mastery necessary to become a seamless extension or reflection of the brand, customers will sense a low level of commitment and go elsewhere.