Codes out of coordination

I know the current talk is all about being "customer-focussed" and with good reason.  But too often, with organisations that do focus externally, the priority and investment is in marketing and external communication.

Leaving internal audiences playing catch-up.  Sometimes (but increasingly rarely) we can get away with that without too many problems.  But as Jack Yan’s just pointed out, sometimes it goes very wrong and you pay the price.

If I were feeling vindictive, this would be the opportunity to give you plenty of examples from my own experience with banking, mobile telecoms, etc, etc…