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Patricia Jackson

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President, Xpect Results

20 points

Patricia L. Jackson is a consultant, author, and former business leader with more than 20 years of experience in the areas of customer service, leadership and organizational change. She is the founder and president of Xpect Results, a Houston-based management ...

Patricia L. Jackson is a consultant, author, and former business leader with more than 20 years of experience in the areas of customer service, leadership and organizational change. She is the founder and president of Xpect Results, a Houston-based management solutions firm that provides strategic consulting, executive coaching, and speaking services to CEOs and leadership teams. She has worked with hundreds of senior leadership executives in organizations ranging from Fortune 500 to Fortune 50 corporations, colleges and nonprofits.

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Nov. 11, 2010

Patricia Jackson and 15 other people answered this question

What are the defining characteristics of a great business leader?

Very good question! When I published my book on leadership, I intentionally listed the most common characteristics of a great leader with the hope that those in leadership positions would be able to identify with one or more of the characteristics listed, preferably more. Below ... more

General Management

Leadership Communication

Nov. 9, 2010

Patricia Jackson and 14 other people answered this question

What are the best ways to communicate your vision as a leader to the rest of the company?

Great question and congratulations on seeing the importance communication plays in sharing your vision as a leader. I am more in favor of one big meeting where everyone is able to hear the same message at the same time. I would also recommend that you ... more

Leadership Communication

Leadership Development

Leadership Qualities

Nov. 9, 2010

Patricia Jackson and 21 other people answered this question

How do you motivate your employees when times are tough?

That is a very good question and one that many leaders seem to be asking themselves lately. Motivating employees can be difficult, especially during tough economic times. A few suggestions that may help:
1. Communicate openly with your employees, keeping them informed about the state ... more

General Management

Economic Downturn

Oct. 26, 2010

Patricia Jackson and 4 other people answered this question

How can I increase customer loyalty without increasing customer service operating costs?

Karen,
Great question and insight recognizing that technology may not be the first step in making lasting change. I also would recommend that you examine the current climate and culture of the organization and consider your existing resources (people) within to implement a strong strategy. ... more

Customer Service

Customer Loyalty

Customer Service Operating Costs

Oct. 25, 2010

Patricia Jackson and 5 other people answered this question

What do you do when your boss/co-workers don't get the importance of customer service?

Leslie,
Great question! I agree with the others that a customer service workshop may be needed in the organization. I also believe that sometimes people learn more effectively when they see others modeling the behaviors that are expected of them, which in this case is ... more

Customer Service

Oct. 25, 2010

Patricia Jackson and 8 other people answered this question

What technologies do I need for a successful customer service team?

Riley,
I applaud you for thinking ahead and having the desire to secure the proper technology for your customer service team, the first factor that I would suggest is to make sure you have the right people in place prior to the technology. If you ... more

Customer Service

Information Technology

Customer Service Team

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Human Resources

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