{"product_id":"leading-loyalty-cracking-the-code-to-customer-devotion-9780814439395","title":"Leading Loyalty: Cracking the Code to Customer Devotion","description":"\u003cp\u003e\u003cstrong\u003eIn business, it's not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans\u003cem\u003e.\u003c\/em\u003e\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eTo thrive in today's economy, it's not enough for customers to merely like you. They have to \u003cem\u003elove\u003c\/em\u003e 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 and lifelong buyers?\u003c\/p\u003e\u003cp\u003eLoyalty 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.\u003c\/p\u003e\u003cp\u003eFull of eye-opening examples and practical tools, \u003cem\u003eLeading Loyalty\u003c\/em\u003e helps you infuse empathy, responsibility, and generosity into every interaction and: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eMake warm, authentic connections\u003c\/li\u003e\n\u003cli\u003eAsk the right questions and listen to learn\u003c\/li\u003e\n\u003cli\u003eDiscover the real job to be done\u003c\/li\u003e\n\u003cli\u003eTake ownership of the customer's issue\u003c\/li\u003e\n\u003cli\u003eFollow up and strengthen the relationship\u003c\/li\u003e\n\u003cli\u003eShare insights openly and kindly\u003c\/li\u003e\n\u003cli\u003eSurprise people with unexpected extras\u003c\/li\u003e\n\u003cli\u003eModel, teach, and reinforce these essential behaviors through weekly team huddles\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e \u003c\/p\u003e\u003cp\u003eIt's time to invest in building loyalty. \u003cem\u003eLeading Loyalty\u003c\/em\u003e reveals the principles and practices of everyday service heroes--the customer-facing employees who cultivate bonds and lift revenues through the roof.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amacom\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/16\/2019\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780814439395\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 240\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.85lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.10h x 6.20w x 1.00d","brand":"Sandy Rogers, Leena Rinne, Shawn Moon","offers":[{"title":"Default Title","offer_id":45169525391541,"sku":"9780814439395","price":21.24,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/files\/img_8e2dcf4b-2d7d-4fa7-aeb5-36212687a834.jpg?v=1741703450","url":"https:\/\/pastforward.org\/products\/leading-loyalty-cracking-the-code-to-customer-devotion-9780814439395","provider":"Past Forward","version":"1.0","type":"link"}