Throughout the year, I have discussed various topics of strategic planning, defining the job roles within an organization, recruiting, hiring, coaching for improved performance and focusing on the right metrics inside the organization. In my consulting work and the educational events I lead throughout the year, I challenge leadership teams of companies to make the investment into a full-time data officer on their staff. The data inside a company is gold. The Return on Investment (ROI) from extracting the data and turning it into useful information to manage the business can be 10-fold if utilized and implemented the right way.
I engage with a lot of different businesses that service various customer channels. No two companies seem to be the same. However, most share a common complaint. The biggest challenge they face is their “people problem.” As I investigate the deeper root cause of the perceived “people problem,” it stems from poor communication.