LEADING CUSTOMER LOYALTY™
More than 70% of what makes a customer experience great is the behaviour of frontline employees. Great behaviour doesn't happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method.
The Challenge
Engage your team to win the heart of every customer.
Are your customers loyal to your organisation?
More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behaviour 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 organisation, the sentiment will resonate with your customers too.
The Solution
Embrace the proven principles of Leading Customer Loyalty.
Employee loyalty comes first—then customer loyalty.
True customer satisfaction comes from their interactions with your frontline employees. Using the bottom-up approach to leadership, team members express trust and admiration for their organisation, which resonates through every outstanding customer experience.
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 their customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.
The Outcome
Employees who are enthusiastic promoters inspire customers.
Employees who are enthusiastic promoters inspire customers.
PARTICIPANTS WILL LEARN TO:
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Make genuine human connections.
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Listen and communicate with empathy.
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Discover the real “job to be done” for customers and employees.
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Follow up to learn how to improve and resolve concerns.
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Give and receive feedback that builds people up.
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Inspire the team to share their best thinking and ideas.
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Run effective loyalty team huddles.