Assessing your customers and employees is now widely recognised as a vital input to any strategy for customer-focused business performance improvement. However,

  • when is the last time you actually assessed your business environment?
  • when is the last time you asked your employees how are they feeling working from home?
  • when is the last time your reviewed their work from home set up, where do they work from, how productive are they? 

Understanding customers is the key to giving them an exceptional experience. BUT understanding your employees is even more important to start with… To give excellent customer care you must have employee who feel good, who are happy, who feel part of a team, who know that you care for them and they are not just a number.

Yes, you customers’ expectations have changed, but so has your employees. Personalisation is becoming more and more important, understand your people’s needs, what they like and don’t like will go a long way to make them feel valued and therefore keep them engaged.

By building a rapport with your employees and being genuinely interested in their needs, and what’s in it for them, not you, they will reward you with their productivity and loyalty.

Satisfied employees could be described as a company’s ability to generate genuine teamwork among all departments in the organisation and the need to improve processes, responsiveness and reduce overheads is focusing management attention on the major internal business functions, such as sales, marketing, credit and receivables, manufacturing, distribution, packing and shipping, quality, production planning, etc.; and to instill in every individual the constant awareness that customer service is everyone’s business.
It is important to measure and understand what your employees tell others, about why your business is a great place to work, because there is a direct correlation between employee advocacy and customer advocacy.

Data collection must then lead to prompt action: event-driven assessments owned by empowered teams of service providers can help achieve this. Such a fast cycle satisfaction assessment or improvement process will not happen spontaneously: selling, training, culture change and management leadership are needed to embed action-oriented customer-satisfaction assessment.

With the right knowledge about your employees and your customers, you can work on strengthening their satisfaction and increase their loyalty.

An effective, regular and caring assessment of your business, your environment, your people and your customers will have a catalyst impact on your bottom line…

While you can measure strategy performance against targets, an assessment of your company’s strategy and evaluating how key internal and external influences impact on the performance variables. It examines how you measure company performance and how sustainable any performance increases are likely to be over the longer term.

Now, let’s think about it:

* How can you grow by being more compassionate, open and receptive?

* How can you assess your environment better?

* How can you understand how your employees are feeling better?

* How can you listen to your customers’ feedback?

* What would happen if you brought a more caring energy to the way you assess the needs of those around you?

Share your thoughts with me…



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