One customer experience, not competing internal businesses.
Are the channels measured as one journey?
Channel Coherence is the sixth foundation. Consumers do not live in a single channel; physical and digital retail are touchpoints in one customer experience, not alternatives. This foundation checks whether the business is run that way, or as a set of internal businesses competing for the same customer and the same credit. The failure cluster is Channel Fragmentation.
The four checks
Is performance measured as a unified journey?
Are channels managed as touchpoints, not rivals?
Is investment weighed on journey contribution, not last click?
The self-assessment runs all thirty-six checks in thirty honest minutes and nothing you enter leaves your browser. The Barking Cat Review applies them to your business by walking it as a customer does, measuring what it finds against your numbers, and naming the constraint that is actually binding.
