Try an audiobook on us

Leading Loyalty

Cracking the Code to Customer Devotion
Narrated by: Lisa Larsen
Length: 6 hrs and 39 mins
Regular price: £19.89
£7.99/month after 30 days. Cancel anytime

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

What members say

*Offer available from 22nd May 2019 10:00 GMT until 28th May 2019 at 11:59PM GMT. This offer is not available to existing Audible members. Offer applies only to an Audible monthly membership sold by audible.co.uk (http://audible.co.uk/). For the first 4 months of your Audible membership, you will be charged the discounted price of £3.99/month. After the first 4 months, your Audible membership will continue at the then current full price (currently £7.99/month.) until cancelled. Cancel anytime by visiting the Account Details page. Offer limited to one per customer and account, may not be combined with other offers, is non-transferable and may not be resold. Audible reserves the right to modify or cancel the offer at any time. If you violate any of these terms, the offer will be invalid.