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Leading Loyalty

Cracking the Code to Customer Devotion
Narrated by: Lisa Larsen
Length: 6 hrs and 39 mins
Categories: Business, Marketing
4.5 out of 5 stars (11 ratings)

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Publisher's Summary

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.

Discussion questions and exercises available in the audiobook companion PDF download.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2019 Sandy Rogers, Leena Rinne, and Shawn Moon (P)2019 AMACOM

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Great Concept but very boring

This book is filled with great concepts and action items but my goodness was it a boring listen. Speaker never adjusted tonality and spine rather softly throughout entire read. Couldn’t wait for it to be done, a 6 hour listen felt like 12.