Clear ownership should change what the customer experiences
When everyone can see who owes the next result, follow-up is less likely to remain someone else’s responsibility.
From 3 days to 3 weeks of customer engagement.
Follow-ups were answered instead of left on read.
Customer-reported outcome. Individual results vary.Accountability fails when the promise, owner, and deadline live in different places.
Vague updates hide what was promised, who owns it, and whether it happened.