As we step into the new year, now is the perfect time for brands to evaluate how well they’re meeting customer expectations. For durable goods brands, reflecting on past performance and setting fresh goals can be a game-changer—especially when it comes to customer experience. Today’s consumers want more than just quality products; they expect personalized interactions, timely support, and seamless experiences with the brands they choose. So, how well is your brand measuring up? More importantly, how often are you falling short of their expectations?
Studies show that 52% of customers would switch to a competitor after just one bad experience. With stakes that high, can your brand afford to miss the mark?
Personally, I’m often surprised when a brand doesn’t get even the basics right. For example, I recently bought a new HVAC system, and right out of the box, the registration process was confusing and time-consuming. But I persevered and completed it (though I can only imagine how many other owners would have given up!). A few months later, I ran into another issue with the unit and needed to replace a part under warranty. What followed was another frustrating journey—multiple conversations with representatives from different departments and a lengthy search for the necessary information buried deep within the brand’s website.
Customers are 2.4 times more likely to stick with
a brand when their problems are solved quickly.
Unfortunately, this scenario is all too common. When brands operate in silos—departments working in isolation with disjointed systems and no centralized data—customers are forced to bounce from one online source or service rep to another. They end up re-entering or relaying their information multiple times just to complete a simple request.
In this post, we’ll explore why breaking down silos is critical for customer-focused brands and how Registria helps durable product brands create unified, seamless experiences for their customers.
When teams don’t have access to the same data, it leads to inefficiencies and frustration. Decentralized data increases the risk of inaccuracies, incomplete records, and outdated information—all of which can impact your brand’s performance and create compliance risks. Moreover, the lack of integration across systems often results in disconnected data that can’t be easily combined or compared, leading to higher operational costs.
From the customer’s perspective, silos lead to frustrating and unsatisfying experiences. Today’s consumers expect a smooth, seamless interaction with brands—one where they don’t have to repeat themselves at every touchpoint. They expect brands to “know” them, from marketing and sales to post-purchase support, and they demand that their issues be resolved quickly.
72% of customers want immediate service when interacting with a company,
and 70% expect anyone they speak with to have full context.
Here’s a closer look at how silos can negatively impact customer experience:
In short, data silos are a major obstacle for durable product brands that want to meet consumer expectations for personalization, relevance, and timely service.
Even brands that understand the importance of first-party data often struggle with breaking down silos. Here’s why:
48% of consumers expect specialized
treatment for being loyal customers.
At Registria, we’ve seen firsthand how top brands break down these silos by improving how they collect and use customer data to create seamless, personalized ownership experiences. Here’s how:
For over a decade, Registria has worked closely with durable product brands to understand both their operational challenges and their customers' evolving expectations. Our consultative approach enables us to partner with your team to map out customer journeys, identify pain points, and uncover opportunities to streamline and improve experiences across departments.
Our hands-on workshops go beyond strategy sessions. We dive into your systems, processes, and data flows to assess how information is shared (or not) across departments like Marketing, Customer Support, Aftermarket, and Sales. From there, we develop actionable plans to break down silos and help your teams collaborate more effectively around a unified customer view. This approach allows us to deliver solutions that integrate seamlessly with your existing infrastructure, driving immediate impact.
These workshops aren’t just theoretical—they’re designed to create real-world improvements. Whether it’s refining how data is collected during product registration or optimizing how it’s shared across your organization to improve experiences, we help brands establish workflows that increase efficiency, boost customer satisfaction, and ultimately drive revenue.
Breaking down silos isn’t just about improving internal efficiency; it’s about delivering the experience that today’s customers expect. A unified experience across all touchpoints is critical for brands that want to provide exceptional service, excel at personalization, and make customers feel valued. The rewards include increased customer satisfaction and loyalty, lower support costs, and higher engagement and sales.
Take a tour of Registria’s Ownership Experience Management (OXM) Platform and get in touch to explore how we can help your brand break down silos and deliver a unified customer experience!
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