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FranklinCoveyFranklinCovey
  • All Solutions
    • Leadership Development
      • The 7 Habits of Highly Effective People
      • Multipliers
      • The 4 Essential Roles of Leadership
      • The 6 Critical Practices for Leading a Team
      • Unconscious Bias
      • The 7 Habits for Managers®
      • The 7 Habits Leader Implementation
      • The 7 Habits Foundations
      • First Level Leaders
      • Building Business Acumen
    • Execution
      • The 4 Disciplines of Execution®
      • 4DX Operating System
    • Increasing Productivity
      • The 5 Choices to Extraordinary Productivity®
      • Project Management Essentials for the Unofficial Project Manager
      • Presentation Advantage
    • Building Trust
      • Leading At The Speed of Trust
      • The Speed of Trust: Foundations
    • Customer Loyalty
      • Leading Customer Loyalty
      • Winning Customer Loyalty: The 7 Habits of Outstanding Customer Service
    • Sales Performance
      • Helping Clients Succeed: Filling Your Pipeline
      • Helping Clients Succeed: Qualifying Opportunities
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LEADING CUSTOMER LOYALTY ™

HOW CONSISTENT ARE YOUR PEOPLE IN DELIVERING GREAT EXPERIENCES TO CUSTOMERS?

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.

See Leading Customer Loyalty in action now.

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.

DOWNLOAD COURSE OVERVIEW

"Treat your employees exactly as you want them to treat your best customers."

-STEPHEN COVEY

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:

  • 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.

DOWNLOAD COURSE OVERVIEW

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      • All Solutions
        • Leadership Development
          • The 7 Habits of Highly Effective People
          • Multipliers
          • The 4 Essential Roles of Leadership
          • The 6 Critical Practices for Leading a Team
          • Unconscious Bias
          • The 7 Habits for Managers®
          • The 7 Habits Leader Implementation
          • The 7 Habits Foundations
          • First Level Leaders
          • Building Business Acumen
        • Execution
          • The 4 Disciplines of Execution®
          • 4DX Operating System
        • Increasing Productivity
          • The 5 Choices to Extraordinary Productivity®
          • Project Management Essentials for the Unofficial Project Manager
          • Presentation Advantage
        • Building Trust
          • Leading At The Speed of Trust
          • The Speed of Trust: Foundations
        • Customer Loyalty
          • Leading Customer Loyalty
          • Winning Customer Loyalty: The 7 Habits of Outstanding Customer Service
        • Sales Performance
          • Helping Clients Succeed: Filling Your Pipeline
          • Helping Clients Succeed: Qualifying Opportunities
          • Helping Clients Succeed: Closing The Sale
        • Education
          • The Leader in Me (P-12)
      • Engage With Us
        • All Access Pass
        • Live-Online Work Sessions
        • Webcast Series
        • Public Workshops
        • Hire A Consultant
        • Certify To Teach
      • Resources
      • Contact