Understanding Personal Impact on Customers and The Business - Teena Ogbugoh

Teena Ogbugoh - "Business Processes & People Talk with Teena"

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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. John Maxwell says, “People do not care how much you know until they know how much you care.” Personal impact is crucial to the bottom-line and loyal customers.  Our ability to manage and influence; resolve conflicts and build relationships as well as our effectiveness is of great importance. 

Show Objectives
Ensuring every employee across the organization has a good 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. No real time customer data collected.
2. Customer data is not shared throughout the organization.
3. Overall business objectives are not known and understood by employees at all levels within the organization.
4. The company business performance data is not shared throughout the organization.
5. Customer and business data do not form part of leader-follower one-on-one discussion and review. 

What You Need to Know

1. 1. Customer data should be available in real time.
   2. Robust communication channels should be used for distributing customer data in the organization.
   3. Business strategy, goals and objectives within the organization should be clear and concise.
   4. Employees should be involved in customer information and data collection.
   5. Leaders and supervisors one-on-one review sessions with teams should include customer and business data.
2. Business owners should be aware of and understand different personality styles.

What You Need to Do

1. Develop a company business dashboard to collect customer data. 
2. Determine what to collect as customer data real time.
3. Dashboard should provide metrics for analyzing company business performance.
4. Ensure customer data collected will enhance relationships and retention.
5. Ensure all employees across the organization know and understand the corporate business goals and objectives.
6. Ensure strategies are in place to share customer data within the organization.
7. Learn the communication style of employees and adapt your leadership style to be situational leadership.
8. Ensure company quarterly and annual reports showing business performance data is accessible to all levels of employees.
9. Communicate all new entries and changes in customer data across the organization.
10. Review all customer and business data regularly to identify opportunities for improvement.

Business Processes & People Talk Show with Teena thrives on the concept that people matter and without people in your business, you will not have a business! It teaches business owners and leaders to empower people with the right resources and information to help them thrive and excel, because when people in your business excel, your business will succeed.

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Previous: Episode D3.008 Individual Dashboards Provide Information on Performance Next: Next: Episode D3.010 Leadership Treats People as Individuals

​Written by: Teena Ogbugoh

WEBSITE: https://joanlugardsconsulting.com
LINKEDIN: https://www.linkedin.com/in/teenaogbugoh
EMAIL: info@joanlugardsconsulting.com
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