Customer Loyalty Solutions

Overview

FranklinCovey’s Customer Loyalty Practice offers focused and committed CEOs and other senior marketing and operational executives of large, multi-unit operations a proven process to grow their businesses through improved customer loyalty.

The Growth Challenge

It's no secret to leaders of large multi-unit organisations that winning customer loyalty takes more than an occasional friendly greeting and pleasant service. These executives have discovered how to institutionalise greatness throughout their operation by creating culture where employees are engaged and equipped to deliver memorable customer experiences.

Creating Institutional Greatness

Creating institutionalised greatness requires four conditions:
1.    Vision and commitment at the C-suite. Without question, effective organisational change starts at the top. If there’s no serious commitment at the senior levels, the effort will fail.
2.    Reliable metrics to measure customer and employee experience. While most organisations have reliable systems to measure profit, they rarely apply the same rigor to customer and employee experience. Institutionalised greatness demands that these metrics be just as “bankable” as your financial measures.
3.    Self-directing mechanisms that create operational alignment, support, and incentives to win at the front-line. Service happens at the front line, yet operational, reporting, and compensation systems frequently obstruct delivering a great customer experience.
4.    Every team is engaged around the key activities that drive great customer experience. Engaging every team is where the rubber meets the road. It requires competent unit-level managers who can lead their teams to execute consistently and wholeheartedly those activities that drive great experience.

The FranklinCovey Difference

FranklinCovey offers a complete, execution-focused solution. We roll up our sleeves and go to work, creating execution at the front line where customers live. And we don’t stop until greatness is institutionalised everywhere inside your organisation.
If you’re a committed senior leader of a large, multi-unit organisation, contact our Customer Loyalty practice and one of our senior consultants will reach you to discuss the possibilities.  

 For more information please call 0845 200 4200