UNDERSTAND PERSONAL IMPACT ON CUSTOMERS AND THE BUSINESS - Colonel Ajai Lal

Colonel Ajai Lal - "Leadershift Radio Show"

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Introduction
Personal impact is about how we relate to and influence those around us. In the workplace, it is important that business owners, managers, supervisors and even employees themselves are assertive, flexible and can adapt to provide the best customer experience and improve the business.

Having personal impact on our customers and in the business can stem from a number of things such as the processes we have in place, the strategies in place to monitor customer information and business data. Our ability to manage and influence; resolve conflicts and build relationships as well as our effectiveness is of great importance. This episode focuses on how to understand personal impact on customers and the business.

Show Objective
Ensuring every employee across the organization has the knowledge and information about the customers and the business is fundamental to success. However, in most businesses, there is a big gap between what is known, what is available and what is shared across the organization.

This is why it is important to understand personal impact on customers and the business. How do you get employees to be committed to add value to customers where the business and customer data is not available? Today’s show will take a deep dive to answer these questions and offer ways to help your organization bridge the gaps.

Key Issues
1.    Leadership is not aware of the issues employees face
2.    Not adopting transparent practices to increase engagement and accountability
3.    Poor or missing processes and policies
4.    Too much automation
5.    Poor or no communication
6.    No follow-through
7.    Not managing data appropriately

What You Need to Know
1.    Live the Southwest Airlines way – People First Approach
2.    Be an authentic leader to create impact
3.    Allow decision making across all levels
4.    Focus on your people’s needs
5.    Make connections to purpose
6.    Give space to fail

What You Need to Do
1. Create a clear customer experience vision
2. Understand who your customers are
3. Create an emotional connection with your customers
4. Capture customer feedback in real time
5. Use a quality framework for development of your team
6. Act upon regular employee feedback
7. Measure the ROI from delivering great customer experience 

Shows
Previous: Episode P3.08.3 Individual Dashboards Provide Information on Performance
Next: Episode P3.10.3 Leadership Treats People as Individuals

Written by Colonel Ajai Lal
Leadership and Executive Coach | Speaker and International Radio Host | Former Chief Business Officer at NIIT | Colonel in the Indian Army (Veteran) | Former Senior Military Observer – United Nations
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 About Colonel Ajai Lal

Ajai is a recognized expert in coaching and empowering leaders to develop their optimal potential. He is a seasoned global executive and a dynamic speaker who draws from his leadership experiences across a span of 45 years - 25 years in the Indian Army, 15 years in NIIT Ltd. and 5 years as a Leadership and Executive Coach.
 
Ajai has developed and mentored rising leaders in the corporate space and in the military. He has received several recognitions in the Indian military, the United Nations Medal for Distinguished Service, as well as numerous corporate awards, including the prestigious ‘Global Leadership Award’.
 
Ajai has been recently conferred the World HRD Congress 2019 - ‘Dr. Marshall Goldsmith Achievement in Coaching Award’ and the ‘Best in Class Leadership Coach’ at the ‘Thought Leaders’ Summit and Awards’ in 2020.
 
He has been a coach with IMD Business School, Switzerland for their ‘High Performance Leadership’ program. He has facilitated leadership development programs and coached C-level executives and senior management at various multinational corporations and some of his key clients include Deloitte, Adobe Systems, Edelweiss, Danieli Corus and Thermax Ltd.
 
For further requirements of Leadership Development or to engage in group / individual coaching you can reach out to him at: ajai@forwardconsultingco.com
 

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