Cracking the Code to Customer Devotion

April 2, 2019

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.

In his book, Leading Loyalty, author Sandy Rogers 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, our upcoming Soundview Live Webinar will help you infuse empathy, responsibility, and generosity into every interaction.

What You’ll Learn:

  • How to create warm, authentic connections by asking the right questions.
  • How to take ownership of every customer’s individual issue.
  • How to share customer insights openly and kindly.
  • How to model, teach, and reinforce these essential behaviors through weekly team huddles.

Sandy Rogers serves as Managing Director of FranklinCovey’s loyalty practice, which is focused on helping large multi-unit operators in retail, healthcare, grocery, food service, lodging, and financial services to accelerate growth through increased customer and employee loyalty.

Prior to FranklinCovey, Sandy spent 14 years with Enterprise Rent-A-Car, most recently as Senior Vice President of Corporate Strategy. During his time at Enterprise, he led the turn-around of Enterprise’s London operation, and before this he served as Vice President of Marketing and Business Development. He led the teams that developed Enterprise’s consumer marketing strategy including the “Pick Enterprise…We’ll Pick You Up” television campaign and ESQi, Enterprise’s comprehensive system for measuring and improving customer service across their 7,000 branch network.