Leading Customer Loyalty®
Engage your team to win the heart of every customer.
Are your customers loyal to your organization? More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn’t happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.
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Course Overview
Introduction
Leading Customer Loyalty is a one-day work session for frontline managers to learn the principles and practices needed to win the hearts of employees and their customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.
What You’ll Learn
In this course, participants will learn how to:
- Make genuine human connections.
- Listen and communicate with empathy.
- Discover the real “Job to be Done” for customers.
- Follow up to learn how to improve and resolve concerns.
- Give and receive feedback that builds people up.
- Inspire the team to share their best thinking and ideas.
- Run effective loyalty team huddles.
How to Experience FranklinCovey Content
This course is included in the FranklinCovey All Access Pass®. This pass provides your organization unlimited access to all of our content, whenever and wherever you need it.
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Dynamic education and development, available online from any location.
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Expert education and development delivered face-to-face.
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Content available to your people anywhere, any time.