03 January 2006

Building Great Customer Experiences - P13

The Towel of Babel

In those days everyone in the world spoke the same language. In a place called Babel, they decided to build a tower to reach God. God was not very pleased with this and struck the tower down. As a punishment, from that day forth, mankind was given the handicap of speaking in different languages.

Everyone is talking a slightly different language to the customer depending on whether he or she is in customer service, sales or marketing.

The Babel is a good example to show how difficult it is to establish objective alignment within an enterprise. According to Boyd, business activities are most valuable when they are aligned with specific and clearly formulated objectives. (http://www.educery.com/papers/rhetoric/quality/alignment.htm)

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