Leading Loyalty: Cracking the Code to Customer Devotion
In business, if people merely like you, you’re in trouble. They need to love you! Learn how building loyalty and modelling great customer-service behaviour to develop frontline teams is the key to building raving fans.
To thrive in today’s economy, it’s not enough for customers to merely like you. They must love you. Win their hearts and they will not only purchase more – they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters? What makes people stick with you for the long haul?
The industry experts at FranklinCovey set out to unlock the mysteries of gaining customers’ loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier.
Now Leading Loyalty reveals the principles and practices of these everyday service heroes – the customerfacing employees who cultivate bonds and lift revenues through the roof. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and:
- Make warm, authentic connections;
- Ask the right questions;
- Listen to learn;
- Discover the real job to be done;
- Take ownership of the customer’s issue;
- Follow up and strengthen the relationship;
- Share insights openly and kindly;
- Surprise people with unexpected extras;
- Model, teach, and reinforce these essential behaviours through weekly team huddles.
It’s time to invest in building loyalty. Even small improvements mean a big boost to your bottom line… and improves your business overall.
Leadershift: Leading Loyalty – Cracking the Code to Customer Devotion
Authors: Sandy Rogers, Leena Rinne, Shawn Moon
Publisher: AMACOM Special (16 April 2019)
Hardcover: 240 pages