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Leading Loyalty

Cracking the Code to Customer Devotion

Gebonden Engels 2019 9780814439395
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In business, if people merely like you, you’re in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline team is the key to building raving fans.

To thrive in today’s economy, it’s not enough for customers to merely like you. They have to 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 the customer’s 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 customer-facing 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 behaviors 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.


Aantal pagina's:218
Hoofdrubriek:Algemeen management


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Zeer goed Goed Voldoende Matig Slecht

Over Sandy Rogers

Sandy Rogers is oprichter en directeur van FranklinCovey’s Loyalty Practice en helpt organisaties de loyaliteit van hun klanten en medewerkers te vergroten.

Andere boeken door Sandy Rogers

Over Leena Rinne

Leena Rinne is Vice President Consulting bij FranklinCovey.

Andere boeken door Leena Rinne

Over Shawn Moon

Shawn D. Moon is Executive Vice President van FranklinCovey. Hij heeft een jarenlange ervaring in management, leiderschap, marketing & sales e consultancy.

Andere boeken door Shawn Moon


Author's Note

Part 1: The foundation for leading loyalty
Introduction - Real loyalty is powered by people
1. Loyalty leader mindset

Part 2: The principle of empathy
2. The need for empathy
3. Make a genuine human connection
4. Listen to learn the hidden story

Part 3: The principle of responsibility
5. The need for responsibility
6. Discover the real job to be done
7. Follow up to strengthen the relationship

Part 4: The principle of generosity
8. The need for generosity
9. Share insights openly
10. Surprise with unexpected extras

Part 5: Implementing loyalty
11. Your legacy as a loyalty leader
12. Sustaining loyalty in teams and organizations

About the authors

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        Leading Loyalty