Leading Customer Loyalty

Challenge and Solution

Are your customers loyal to your organization?
 
More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn't happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.  
 
You Want To Improve Customer Loyalty?
 
First, win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is based on the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are a lot more likely to be promoters too.
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 is a one-day work session for frontline managers to learn the principles and practices needed to win the hearts of employees and customers.
 
Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity through six essential practices:
 
1. Making a human connection
2. Listening to learn
3. Discovering the real job to be done
4. Following up to strengthen the relationship
5. Sharing information openly to help everyone win
6. Surprising with unexpected extras

Introduction Video

Target Participants

Leaders, managers who want to increase customer loyalty, and all employees whose jobs require directly contact with the customer.

Content

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IN THE "LEADING CUSTOMER LOYALTY", MANAGERS LEARN HOW TO:

  • Make genuine human connections.
  • Listen and communicate with empathy.
  • Discover the real "job to be done" for customers and employees.
  • Follow up to learn how to improve and resolve concerns.
  • Give and receive feedback that builds people up.
  • Inspire the team to share their best thinking and ideas.
  • Run effective loyalty team huddles.

Apply

  Participant Guidebook
  12-Week Implementation Playbook
  USB Flash Drive With implementation videos and tools
  Call Plan Pad Quick Reference and Yellow Lights Cards
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Our Solutions

Our Solutions for Your Organizational Greatness

Titles Published by FranklinCovey

 
OUR VISION IS TO PROFOUNDLY IMPACT BILLIONS OF PEOPLE.
YOU ARE ONE OF THOSE PEOPLE