Leading Customer Loyalty®

Engage your team to win the heart of every 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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  • Turn Passive Purchasers Into Passionate Promoters

    Turn Passive Purchasers Into Passionate Promoters

    Learn how to differentiate between the loyalty of convenience and true loyalty and the key to turning passive purchasers into passionate promoters.

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  • The Connection Between Loyal Customers And Engaged Employees

    The Connection Between Loyal Customers And Engaged Employees

    Competitive pricing, location, and product demand all drive customer foot traffic and business, but there is another piece of the puzzle to earn and drive customer loyalty — employee engagement.

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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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  • Learning 'Who' Trumps 'What'

    Learning 'Who' Trumps 'What'

    Organizations often focus on the 'what' to improve when they seek to improve customer loyalty when they should really be focusing on the 'who'. Sandy Rogers explains why in this brief blog.

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  • How To Hold A Customer Loyalty Huddle

    How To Hold A Customer Loyalty Huddle

    Loyalty huddles don’t need to be a big production but can be extremely effective if held consistently with your team members. Use these tips from Sandy Rogers to make your next huddle a success.

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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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  • The 3 Principles Of A Loyalty Leader Mindset

    The 3 Principles Of A Loyalty Leader Mindset

    When it comes to earning loyalty from your employees, your team members, and your customers, there are Three Core Loyalty Principles to keep in mind.

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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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