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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0:50At 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.
Are you measuring the service provided by your frontline people? FranklinCovey’s process gathers statistically reliable feedback so you can manage your people to serve customers better.
What should you do if your organization has a customer service problem? Ask employees for their ideas! The best ideas bubble from the bottom up and FranklinCovey has a simple solution to help.
FranklinCovey's Leading Customer Loyalty solution provides the principles and practices needed to win the hearts of employees and their customers.
4:27Do you know that more than 70% of what produces customer loyalty is based on the behavior of front-line employees?
10:21Do these rants and raves sound familiar? Bad profits might look good in an immediate financial spreadsheet, but they negatively affect overall company growth, employee relations, and customer loyalty.
2:01Do these rants and raves sound familiar? Watch as Fred Reichheld shares an experience he had with one hotel’s poor customer service and bad profits.
3:33Why are loyal customers important and profitable? Watch as Fred Reichheld shares how a company went from the bottom of the corporate food chain to the top in a zero-growth industry.
1:43Watch Sandy Rogers, FranklinCovey’s Customer Loyalty Practice Leader, as he shares six things the most successful teams do in order to engage employees.
How do we get our frontline people—often the lowest paid, least engaged, and least trained—to deliver great service to customers more consistently?
Learn how to differentiate between the loyalty of convenience and true loyalty and the key to turning passive purchasers into passionate promoters.
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.
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.
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.
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.
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.
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.
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.
We all want good customer service metrics that represent our customer view as whole, but are these metrics telling the truth?
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.
