You can't have clear direction aka alignment when your customer data is fragmented across your business.

Employees hesitate to act and make decisions on their own and zoning-out amplified when 'set it and forget' mindset becomes the culture rather than one of ongoing communication that’s rich in relevant customer data.

But you don’t have that mindset, or do you? At what frequency do you audit where your customer data is coming from, how often do you check what happens to that data in order for it to get to where you pull it from, was it last week, a month ago, or longer?

If unchanged. ‘set it and forget it’ breeds frustration. Employees translate frustration into poor, inconsistent experiences for your customers. And keep on this track with your customers and they’ll become more and more difficult to find. Just like Sasquatch.