Leading Loyalty - Cracking the Code to Customer Devotion (Hardcover, Special ed.)

In business, if people merely like you, you're in trouble. 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? 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 Leading 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, Leading 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...and improves your business overall.

General

Imprint:	Amacom Books
Country of origin:	United States
Release date:	April 2019
Authors:	Sandy Rogers • Leena Rinne • Shawn Moon
Foreword by:	Bob Whitman
Dimensions:	236 x 159 x 18mm (L x W x T)
Format:	Hardcover - Cloth over boards
Pages:	240
Edition:	Special ed.
ISBN-13:	978-0-8144-3939-5
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-8144-3939-X
Barcode:	9780814439395

Is the information for this product incomplete, wrong or inappropriate? Let us know about it.

Does this product have an incorrect or missing image? Send us a new image.

Is this product missing categories? Add more categories.

Review This Product

No reviews yet - be the first to create one!