No More Siloed Thinking: Why Marketing and Operations Need to Eat at the Same Table

In an industry where margins are razor thin and customer expectations are insanely high, the divide between marketing and operations is no longer sustainable. These two functions have always been interdependent, but few brands take advantage of the opportunities of those functions actually working together.

It’s shocking, really.

Everyone knows marketing defines the brand promise and operations should deliver it. But if either side breaks down, or worse, works in isolation, customers feel it immediately and stop coming back. So, why are so many brands missing the mark?

Some of it comes down to legacy thinking. Marketing and operations grew up on separate org charts. They report to different people. They speak different languages. One talks about awareness and reach; the other talks about throughput and labor cost. But the modern customer doesn’t care about org charts. They care that the experience matches what they were promised. That what they saw on Instagram is what they get…