Eric Jacobson

Archive for the ‘Engaging Customers’ Category

How To Delight Your Customers

In Company Culture, Customer Service, Engaging Customers, Eric Jacobson On Leadership, General Leadership Skills on October 26, 2013 at 11:26 am

If you want to delight your customers, then the book by Steve Curtin, Delight Your Customers — 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary, is a must-read for you and your employees.

Published this summer, the book explains the seven ways for you and your employees to demonstrate exceptional customer service:

  1. Express genuine interest
  2. Offer sincere and specific compliments
  3. Share unique knowledge
  4. Convey authentic enthusiasm
  5. Use appropriate humor
  6. Provide pleasant surprises
  7. Deliver service heroics

“Exceptional customer service typically costs no more to deliver than poor customer service,” explains Curtin.

For example:

  • How much does it cost to express genuine interest in customers or to anticipate their needs?
  • Does it cost more to display a sense of urgency or to pay attention to detail?
  • Do you pay your employees more to smile, to make eye contact, or to add energy to their voices?

Curtin reminds readers that:

  • Customers don’t establish relationships with businesses.  They establish relationships with the people inside the businesses.

And, here are some of Curtin’s recommended best ways to express genuine interest in your customers:

  • Offer personalized greetings
  • Use names
  • Practice assertive hospitality
  • Ask questions
  • Anticipate needs
  • Remember preferences
  • Pay attention to detail
  • Display a sense of urgency
  • Solicit feedback
  • Offer personal farewells
  • Follow up on service

And, finally, when soliciting feedback, do so without marginalizing your customers’ suggestions or sounding defensive.

Culture Is Every Employee’s Responsibility At SWA

In Company Culture, Corporate Culture, Employee Retention, Employee Satisfaction, Engaging Customers, Engaging Employees, Eric Jacobson On Corporate Culture, Eric Jacobson On Leadership on May 27, 2013 at 10:20 am

Eric Jacobson Leadership

If you’ve flown Southwest Airlines you know they’re tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture.

According to SWA Chairman, President and CEO Gary Kelly, as reported in the company’s in-flight magazine, “every company has a culture, whether that culture is supportive or stifling, active or passive, fun or discouraging.”

“One way we do culture differently is by making Southwest’s culture everyone’s responsibility. In fact, we ask everyone to ‘own it,'” says Kelly.

Here are some of the ways that SWA keeps its winning culture in the forefront that you can also do to keep employees motivated and to drive great customer service:

1.  Form a corporate culture committee and a local culture committee that organizes low-cost employee events throughout the year.

2.  Include a section related to culture on each employee’s annual performance appraisal.  This goes for every employee in your company, including the entire management team.

3.  Explain your company’s culture on the first day of each new hire’s orientation and training.

4.  Foster a culture that encourages celebration.

Leadership Quotes For Today

In Customer Engagement, Customer Service, Engaging Customers, Eric Jacobson On Leadership, General Leadership Skills, Guiding Business Principles, Leadership, Leadership Books, Leadership Education, Leadership Quotes, Leadership Skills, Management on March 23, 2013 at 11:59 am

Eric Jacobson Leadership

In addition to learning a lot about the ways businesses are creating experiences for their customers in Brian Solis’ new book, What’s The Future of Business, you’ll be treated to dozens of compelling leadership, life and business quotes, such as these:

  • “People never learn anything by being told, they have to find out for themselves.” — Paulo Coelho


  •  “We live in a time where brands are people and people are brands.” — Brian Solis


  • “In real life, the most practical advice for leaders is not to treat pawns like pawns, nor princes like princes, but all persons like persons.” — James MacGregor Burns


  •  “The only source of knowledge is experience.” — Albert Einstein


  • “Nothing is a waste of time if you use the experience wisely.” — Auguste Rodin


  • “Nobody can go back and start a new beginning, but anyone can start today and make a new ending.” — Maria Robinson
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