Leading Loyalty : Cracking the Code to Customer Devotion

In business, if people merely like you, youre 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 todays economy, its not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase moretheyll 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 customers 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 heroesthe 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 customers 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

Its time to invest in building loyalty. Even small improvements mean a big boost to your bottom lineand improves your business overall.