Episode 97

097 Jeff Jackel - The Future of Client Engagement

In this SaaS Fuel™ Founder Episode, we are joined by Jeff Jackel, co-founder of Client Giant, who is reshaping the way employee appreciation, engagement, and client satisfaction are approached. His remarkable journey as a founder spans five ventures over two decades, showcasing a strong commitment to innovation and forward-thinking.

As the co-founder and Chief Strategy Officer at Client Giant, Jeff is at the forefront of transforming the landscape of employee and client care through cutting-edge technology and thoughtful automation, ensuring lasting loyalty and engagement with key stakeholders/

Key Takeaways

00:02:59 - Elon Musk's rebranding of Twitter to X.com will be an interesting journey

00:05:32 - Entrepreneurs should make bold moves

00:13:07 - Consistency is key in relationships

00:15:09 - Commoditization and social media culture

00:21:45 - Swag vs. thoughtful gifting

00:25:38 - Gifts are less important than messages

00:29:22 - Data-driven approach to improving gifting

00:34:02 - Creating personalized and unique experiences

00:39:46 - Outsourcing fulfillment, then brought in-house

00:45:31 - Empathy and experience drive success

00:48:17 - Relationships are key to employee happiness

00:52:56 - Employee engagement through digital interaction

Tweetable Quotes

"Also, keep in mind, this is a guy who built rockets and sent people into space and launched reusable booster rockets and landed them back on a moving ship at sea." - 00:02:35 Jeff Mains

"I think as a leader, that is a really important trait to have and something I can get behind and root for all day long, whether that's somebody like him, somebody like you, really committed to your vision and pushing forward." - 00:06:21 Jeff Mains

"It's good, I think, to help people understand what it is and what it isn't swag." - 00:20:24 Jeff Jackel

"And because of that, you build a product that's much better in a lot of cases, I think, because you've experienced it, you know, what the challenges are, you know, the problems that you need to solve because you lived it." - 00:44:18 Jeff Mains

"Like millennials, Gen Z, like this group of people care more about how they're treated and those relationship elements than they do about an actual dollar." - 00:49:41 Jeff Jackel

"My biggest takeaway of our conversation was that stuff with your logo on it, it's not a gift and I've been dealing with this whole thing and getting it wrong for years." - 00:55:42 Jeff Mains

"Again, like I said, a problem that nobody is going to think of, but until it happens, somebody gets that special thing twice." - 00:41:46 Jeff Jackel

"How I would say that they're actually responsible for less than 25% of the ultimate impact of what this does when it arrives at your doorstep." - 00:28:43 Jeff Jackel

SaaS Leadership Lessons

Focus on Thoughtfulness: When it comes to client and employee appreciation, it's not just about the gifts or swag. The thoughtfulness behind the gesture and the message that accompanies it are what truly make an impact.
Consistency is Key: Building strong relationships with clients and employees requires consistent effort. Don't just show appreciation on special occasions or when there's a transaction involved.
Understand the Goal: When engaging with clients or employees, it's important to have a clear understanding of your goals and what success looks like in those relationships.
Embrace Automation: Utilizing technology and automation can help streamline and scale your efforts in client and employee appreciation. By automating certain processes, you can ensure consistency and efficiency while still delivering personalized experiences.
Iterate and Learn: Continuously gather feedback and data to improve your client and employee appreciation efforts. Test different gifts, messages, and timing to see what resonates best with your audience.
Prioritize the Experience: The overall experience of your clients and employees should be a top priority. Pay attention to every detail, from the packaging of gifts to the messaging, to create a memorable and impactful experience that goes beyond the physical gift itself.
Data-Driven Decision-Making: Use data and analytics to inform your decision-making process. Collect feedback, measure the impact of your efforts, and adjust your approach based on the insights gained.

Guest Resources

Jeff Jackel (Linkedin): https://www.linkedin.com/in/jeffreyjackel

Jeff Jackel (Instagram): https://www.instagram.com/jeffjackel/

Client Giant (Website): https://www.clientgiant.com/

Resources Mentioned

Client Giant (Website): https://www.clientgiant.com/

RE/MAX: https://www.remax.com/

Twitter: https://twitter.com/

Jay O'Brien: https://www.linkedin.com/in/chiefdaymaker

John Ruhlin’s Giftology book: https://www.amazon.com/Giftology-Increase-Referrals-Strengthen-Retention/dp/1619614332

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