Courses

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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Manage Your Energy to Do Your Job Well

Use this guide to identify areas where you’re putting yourself at risk of burnout.

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Learn more about Leading Customer Loyalty

Course Details

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.

Live-Online

Dynamic education and development, available online from any location.

In-Person

Expert education and development delivered face-to-face.

On Demand

Content available to your people anywhere, any time.

Customer Stories:
Client Spotlight – Nonprofit
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Delivering Dramatic Results in the Community They Serve

One of the largest nonprofits in the western United States had a sprawling mission and too many good ideas. To increase their impact, they needed to focus and execute on their highest priorities.

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