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Do you know that more than 70% of what produces customer loyalty is based on the behavior of front-line employees?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
Leading Customer Loyalty
Employees must feel like valued members of a winning team pursuing an important mission. It takes a leader to inspire and lead them to accomplish this.
Leading Customer Loyalty
One Day Course Outline - Read and download.
Winning Customer Loyalty