LEADING CUSTOMER LOYALTY™

How consistent are your people in delivering great experiences to customers?

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.

See Leading Customer Loyalty in action now

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The Challenge

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.

COURSE OVERVIEW

“Treat your employees exactly as you want them to treat your best customers.”

STEPHEN COVEY


The Solution

Embrace the proven principles of Leading Customer Loyalty™

Employee loyalty comes first—then customer loyalty.

True customer satisfaction comes from their interactions with your frontline employees. Using the bottom-up approach to leadership, team members express trust and admiration for their organization, which resonates through every outstanding customer experience.

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.

The Outcome

Employees who are enthusiastic promoters inspire customers

Employees who are enthusiastic promoters inspire customers.

Participants will learn to:

  • Make genuine human connections.
  • Listen and communicate with empathy.
  • Discover the real “job to be done” for customers and employees.
  • 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.
COURSE OVERVIEW