Customer Loyalty

Each moment counts when creating a loyal customer

  • Leading Customer Loyalty Webcast0:50

    Leading Customer Loyalty Webcast

    At FranklinCovey, we help front line leaders inspire, train, and coach their employees to delight more customers. See what you will learn when you attend a Leading Customer Loyalty webcast.

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  • Leading Customer Loyalty4:27

    Leading Customer Loyalty

    Do you know that more than 70% of what produces customer loyalty is based on the behavior of front-line employees?

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  • Leading Customer Loyalty Overview

    Leading Customer Loyalty Overview

    How do we get our frontline people—often the lowest paid, least engaged, and least trained—to deliver great service to customers more consistently?

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  • A Completely Different Approach To Improving Customer Service

    A Completely Different Approach To Improving Customer Service

    If you wish to improve customer service, you need to start with your frontline leaders. 70 percent of what makes a customer experience great is based on behavior of frontline leaders.

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  • Sharing Insights and Earning Loyalty

    Sharing Insights and Earning Loyalty

    Coaching that builds loyalty is a sharing of insights. Shawn Moon reveals three tips to help you to begin sharing your insights and to earn loyalty.

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  • Fight Apathy and Earn Customer Loyalty

    Fight Apathy and Earn Customer Loyalty

    The cure for apathy is to engender empathy. Most people already have empathy. We just need to help our team show empathy for our customers more often.

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  • Empathy and Customer Loyalty

    Empathy and Customer Loyalty

    Showing empathy for someone else starts by making a connection. A genuine connection promotes a feeling of belonging and acceptance. Leena Rinne shares 5 basic behaviors for genuine connections.

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  • Are Your Customer Service Metrics Telling the Truth?

    Are Your Customer Service Metrics Telling the Truth?

    We all want good customer service metrics that represent our customer view as whole, but are these metrics telling the truth?

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  • 3 Tips to Earn Loyalty Through Generosity

    3 Tips to Earn Loyalty Through Generosity

    Generosity is not all about giving away freebies—it’s just as much about giving the customer some relief. Shawn Moon shares 3 tips to earn loyalty through generosity.

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  • The Loyalty Huddle: A Weekly Meeting to Build Employee and Customer Loyalty

    The Loyalty Huddle: A Weekly Meeting to Build Employee and Customer Loyalty

    These short, targeted meetings (huddles) will teach and reteach the practices and principles of earning loyalty to your team. Held at regular intervals, these huddles will earn loyalty.

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  • The Fundamentals of Leading Customer Loyalty

    The Fundamentals of Leading Customer Loyalty

    From frontline employees to the CEO, everyone can play a part in building customer loyalty. The Loyalty Leader Mindset is based on three core principles: empathy, responsibility, and generosity.

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  • Listening and Loyalty

    Listening and Loyalty

    Do you listen to understand, or to reply? Learn how to listen effectively and you will build customer loyalty. Shawn Moon shares some tips for effective listening and explains things to avoid.

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  • How to Delight Customers With Unexpected Extras

    How to Delight Customers With Unexpected Extras

    What can you do for customers that you have never done before, that will make their experience better? Learn how to delight customers with unexpected extras and earn their loyalty.

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  • The Real Job To Be Done

    The Real Job To Be Done

    Shawn Moon explains how discovering the real job to be done that a customer comes to you for is the key to building fierce customer loyalty. He also shares common mistakes and ways to avoid them.

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  • Take Responsibility and Earn Customer Loyalty

    Take Responsibility and Earn Customer Loyalty

    Sandy Rogers explains how taking responsibility can earn customer loyalty and shares ways to implement the principle on your team and within your organization.

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  • The Link Between Listening and Customer Loyalty

    The Link Between Listening and Customer Loyalty

    Leena Rinne explores the link between listening and the difference it can make in building customer loyalty. She offers strategies to improve listening and describes pitfalls to avoid.

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  • Sandy Rogers on Leading Loyalty

    Sandy Rogers on Leading Loyalty

    An introduction to Sandy Rogers, customer loyalty expert and co-author of FranklinCovey's next bestselling book, Leading Loyalty: Cracking The Code To Customer Devotion.

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  • Shawn Moon on Leading Loyalty

    Shawn Moon on Leading Loyalty

    An introduction to Shawn Moon, co-author of FranklinCovey's next bestseller, Leading Loyalty: Cracking The Code To Customer Devotion.

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  • Leena Rinne on Leading Loyalty

    Leena Rinne on Leading Loyalty

    An introduction to Leena Rinne, vice president of consulting and co-author of FranklinCovey's next bestselling book, Leading Loyalty: Cracking The Code To Customer Devotion.

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  • Leading Customer Loyalty

    Leading Customer Loyalty

    One Day Course Outline - Read and download.

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