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 team 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 Fierce 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, Fierce 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.
Chapter 1Duración: 08min
Chapter 2Duración: 04min
Chapter 3Duración: 14min
Chapter 4Duración: 44min
Chapter 5Duración: 31min
Chapter 6Duración: 38min
Chapter 7Duración: 34min
Chapter 8Duración: 33min
Chapter 9Duración: 30min
Chapter 10Duración: 29min
Chapter 11Duración: 34min
Chapter 12Duración: 28min
Chapter 13Duración: 32min
Chapter 14Duración: 13min
Chapter 15Duración: 22min