Eric Jacobson On Management And Leadership

“Companies that put customers first—ahead of all other stakeholders—are the ones that win,” explain Fred Reichheld , Darci Darnell and Maureen Burns , authors of the new book, Winning On Purpose: The Unbeatable Strategy Of Loving Customers .  Furthermore, they share that when companies enrich the lives of customers as their company’s primary purpose, they ensure sustainable growth, happily fulfilled employees, and robust investor returns.  “When customers feel the love, they come back for more and bring their friends,” explain the authors. “And when you earn your customers’ trust, they openly share their needs and vulnerabilities. They provide honest feedback, which helps you design and deliver optimal experiences.”  Throughout the book, via a mix of personal stories, customer and employee experiences, along with CEO and investor insights, the authors demonstrate how to:  Use a moral compass to ensure people are treated right. Serve customers with empathy an...

Flavio Martins ' book,  Win The Customer , teaches you  70 simple rules for sensational service . "These can be used as a top-down resource in organizations looking to develop or enhance a service culture," explains Martins. "They can also be used as a resource for individuals who want to transform the way service is handled from the ground up, even when lacking the full commitment and support from organization-wide training and change efforts." To deliver sensational customer service, you need to have the  right culture . Martin says that the right culture: Inspires  -- Culture isn't a mission statement; it's a statement of action. Fosters  -- When united in a common goal, people contribute to an environment where everybody willingly comes to work each day and pours their best efforts into doing what they believe will make the greatest difference. Transforms  -- When working toward a higher purpose, the right culture has a real, positive effect on the w...

Last year brought the release of the book,  Unlocking The Customer Value Chain , by  Thales S. Teixeira , the Lumry Family Associate Professor of Business Administration at Harvard Business School. He shows in his book how and why consumer industries are disrupted and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge. Among the insights revealed in the book are:  Startups do not disrupt existing markets – customers do. Customers, in effect, pay businesses with their money, time, and effort. These determine whether consumers will change their behavior or not. Most disruption in the marketplace occurs not because of new innovations in technology but as the result of new business models.  Lots of food-for-thought in this book. And, vivid insights from in-depth and exclusive accounts of both startups and reigning incumbents as they respond.

Consider this advice from author  Paul R. Timm . He recommends  a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers .

Earlier this year brought the release of the book,  Unlocking The Customer Value Chain , by  Thales S. Teixeira , the Lumry Family Associate Professor of Business Administration at Harvard Business School. He shows in his book how and why consumer industries are disrupted and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge. Among the insights revealed in the book are:  Startups do not disrupt existing markets – customers do. Customers, in effect, pay businesses with their money, time, and effort. These determine whether consumers will change their behavior or not. Most disruption in the marketplace occurs not because of new innovations in technology but as the result of new business models.  Lots of food-for-thought in this book. And, vivid insights from in-depth and exclusive accounts of both startups and reigning incumbents as they respond.

Consider this advice from author  Paul R. Timm . He recommends  a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers .

My two favorite learnings from Stephen Denning ’s book, The Age of Agile: How Smart Companies Are Transforming theWay Work Gets Done , are the following:   First, where Denning explains the 10 elements of an organization/company that is passionate about, and driven by, the goal of delighting customers . Those elements are:   There is a shared goal of delighting the customer. Top management takes responsibility for ensuring enthusiasm for delighting the customer throughout the organization. The firm aspires to be the best at what it does. Everyone in the organization has a clear line to the customer. The firm ensures it has accurate and thorough knowledge of the customer. Staff members are empowered to make decisions. The firm’s structure changes with the marketplace. Relationships are interactive, vertically, horizontally, internally, and externally. Back-office functions are aligned to serve the customer. Value for customers must be monetizable ...

In your leadership role, it's vital that your team members know how to deliver excellent customer service. " Knock Your Socks Off " type service as book editor  Ann Thomas  and  Jill Applegate  would say. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You." Thomas and Applegate recommend  telling your customers "Thank You" during at least these nine situations : When they do business with you...every time. When they compliment you (or your company) When they offer you comments or suggestions When they try one of your new products or services When they recommend you to a friend When they are patient...and even when they are not so patient When they help you to serve them better When they complain to you When they make you smile You and your team members can say "Thank You" : Verbally In writing  (and don't underestimate the power of  ...

Whether you are in a new customer service role or simply need some customer service refresher tips, Customer Service Training 101 , is the book for you.   Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers.   Along with dozens of scenarios, examples, guidelines and practice lessons, author, Renee Evenson , also provides a focus on customer service in today’s marketplace, which includes effectively using social media .   My favorite parts of the book include Evenson’s techniques for effective customer service via the phone and for properly responding to customer complaints .   First, for effective customer service via the phone : Verbalize what you are doing – explain to your customer what you are doing throughout the phone contact. Never assume that the person on the other end understands. During pauses, tell...

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. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises 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...

Consider this advice from author  Paul R. Timm . He recommends a different twist on asking your customers questions: Stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers .

"Customers fall in love with or hate brands because of customer service," explains Flavio Martins, author of the book, Win the Customer . Customers call it quits when brands neglect them and fail to deliver what they need and want. If you are leading a company, focus on these six key ways to make your customers fall in love with what you do, says Martins: Deliver awesome service with awesome value. Make sure your product or service is at its best. Create interesting, engaging content that matters. Participate in interesting, engaging conversations that matter to your customers. Overdeliver on your promises. Encourage feedback, do something about it, and then let the customer know what you've done.

In your leadership role, it's vital that your team members know how to deliver excellent customer service. " Knock Your Socks Off " type service as book editor  Ann Thomas  and  Jill Applegate  would say. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You". Thomas and Applegate recommend  telling your customers "Thank You" during at least these nine situations : When they do business with you...every time. When they compliment you (or your company) When they offer you comments or suggestions When they try one of your new products or services When they recommend you to a friend When they are patient...and even when they are not so patient When they help you to serve them better When they complain to you When they make you smile You and your team members can say "Thank You" : Verbally In writing  (and don't underestimate the power of  person...

Author  Steve Curtin , in his book,  Delight Your Customers , suggests you and your employees do these  12 things to express genuine interest in your customers : Offer personalized greetings Use names Practice assertive hospitality Ask questions Cosset Anticipate needs Remember preferences Pay attention to details Display a sense of urgency Solicit feedback Offer personal farewells Follow up on service

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them. They also say in their book,  Now...Build A Great Business! ,  that: a slow response to a customer complaint triggers fear and anger. And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place. So, lead your team to : Respond quickly to customer complaints Refuse to defend or make excuses Offer to make the customer happy immediately Be open and honest Tell the truth and tell it as soon as you know it Bottom-line...assume that anything you do or say will become public knowledge quickly. So,  resolve to build and maintain trust in everything you do .

Consider this advice from author  Paul R. Timm .  He recommends  a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers

What separates market leaders from the pack? The answer is  alignment , explains  Edgar Papke , author of the book,  True Alignment :  Linking Company Culture with Customer Needs for Extraordinary Results . "Alignment is the single most critical business challenge for any organization and its leaders. Without it, inefficiency, conflict, and disengagement will cripple your ability to provide value to your customers," says Papke. He further explains that companies live or die based on their ability to communicate and deliver on the promise their brand makes to its customers. To do this effectively, leaders need to clearly define the vision and strategies that support that brand intention and ensure these are manifested in the roles, expectations, and goals of each and every member of the organization. True Alignment  reveals how to: Decipher customer expectations Define the brand as a solution to the customer’s needs Turn the unique selling pr...

Leading a customer service team? Have the team members use these  9 tips for delivering excellent customer service  this holiday shopping season: Rely on winning words and soothing phrases.  A simple but sincere “Thanks for your patience” or “I’m listening” can go a long way toward defusing a holiday shopper’s frustration, anxiety, or panic. Develop a repertoire of short, easy to remember phrases around issues that are important to customers. Practice until the words come naturally. Communicate with silence.  Remaining silent while your customers are talking is a basic courtesy, and nodding tells them you’re listening and understanding what you hear. An occasional “uh huh” or “I see” tells them you’re still listening without interrupting. Make customers feel seen.  Making eye contact acknowledges that you see your customers as individuals. But there’s a balance to be struck here: staring can make your customers uncomfortable, too. Also keep in mind that...

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. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises 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'...

Leading a customer service team? Have the team members use these  9 tips for delivering excellent customer service : Rely on winning words and soothing phrases.  A simple but sincere “Thanks for your patience” or “I’m listening” can go a long way toward defusing a holiday shopper’s frustration, anxiety, or panic. Develop a repertoire of short, easy to remember phrases around issues that are important to customers. Practice until the words come naturally. Communicate with silence.  Remaining silent while your customers are talking is a basic courtesy, and nodding tells them you’re listening and understanding what you hear. An occasional “uh huh” or “I see” tells them you’re still listening without interrupting. Make customers feel seen.  Making eye contact acknowledges that you see your customers as individuals. But there’s a balance to be struck here: staring can make your customers uncomfortable, too. Also keep in mind that eye contact is governed by specif...