Leading Loyalty: Cracking the Code to Customer Devotion (Hardcover)
Leading Loyalty goes beyond the latest rewards program or cutting-edge technology. This book gets to the heart of the challenge many of us face: How do we consistently behave so people feel their experience with us was among the best they've ever had?
Filled with real-life examples and practical tools, Leading Loyalty helps you embed the three core loyalty principles - empathy, responsibility, and generosity - into every interaction so you can crack the code to your customer's devotion.
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 Fierce 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, Fierce 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, which will improve your business overall.
