Leading Loyalty: Cracking the Code to Customer Devotion
by Sandy Rogers, Leena Rinne and Shawn Moon
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BookPal × TalezoLeading Loyalty
In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans.
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 and lifelong buyers?
Loyalty 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.
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 and 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. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Details
- Publisher
- AMACOM
- Authors
- Sandy Rogers, Leena Rinne, Shawn Moon
- Language
- English
- Format
- Hardcover
- Published
- Apr 16, 2019
- Pages
- 240
- ISBN-13
- 9780814439395
- ISBN-10
- 081443939X
- Carton quantity
- 36 copies
Leading Loyalty for groups: pricing
Volume pricing applies automatically in your cart. No codes, no account needed.
| Copies | Price per copy | You save |
|---|---|---|
| 25 – 99 | $16.49 | 34% off list |
| 100 – 249 | $15.24 | 39% off list |
| 250 – 499 | $14.24 | 43% off list |
| 500 – 999 | $13.24 | 47% off list |
| 1,000+ | $12.50 | 50% off list |
Popular for
For new managers and leadership cohorts, a chapter per session.
A shared vocabulary for the whole organization.
A takeaway attendees will actually read, delivered to your venue.
Where can I buy 100 copies of Leading Loyalty?
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What does Leading Loyalty cost when I buy for a group?
Volume pricing applies automatically in your cart, with no code needed. Price per copy: 25 to 99 copies, $16.49 (34% off list); 100 to 249 copies, $15.24 (39% off list); 250 to 499 copies, $14.24 (43% off list); 500 to 999 copies, $13.24 (47% off list); 1,000+ copies, $12.50 (50% off list). Need a different quantity, or a quote to forward for approval? Ask a specialist and we will confirm pricing before you pay.
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