Leading Loyalty, Sandy Rogers
Leading Loyalty, Sandy Rogers
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Leading Loyalty
Cracking the Code to Customer Devotion

Author: Sandy Rogers, Leena Rinne, Shawn Moon, Bob Whitman

Narrator: Lisa Larsen

Unabridged: 6 hr 39 min

Format: Digital Audiobook Download

Publisher: AMACOM

Published: 04/16/2019

Includes: Bonus Material Bonus Material Included


Synopsis

In 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.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 and lifelong buyers?Loyalty 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.Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and:Make warm, authentic connectionsAsk the right questions and listen to learnDiscover the real job to be doneTake ownership of the customer’s issueFollow up and strengthen the relationshipShare insights openly and kindlySurprise people with unexpected extrasModel, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.Discussion questions and exercises available in the audiobook companion PDF download.

About Sandy Rogers

SANDY ROGERS is the leader of FranklinCovey’s Loyalty Practice. He was previously senior vice president at Enterprise Rent-A-Car. During his 14 years there, Sandy managed the turnaround of the London, England, operation and led the teams that developed Enterprise’s marketing strategy and system for improving customer service across all branches. Before Enterprise, Sandy worked in marketing at Apple Computer and at P&G. He is a graduate of Duke and Harvard Business School.

About Leena Rinne

LEENA RINNE is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and to create organizational greatness. Leena has a master’s degree in economics from the University of Utah. She is the coauthor of the Wall Street Journal bestseller The 5 Choices.

About Shawn Moon

SHAWN MOON has over three decades of experience in leadership and management, sales and marketing, and consulting services. He led FranklinCovey’s global direct operations, including the Execution, Trust, Customer Loyalty, and Sales Performance Practices. He is the author or coauthor of several books, including The Ultimate Competitive Advantage and Talent Unleashed.


Reviews

Goodreads review by Dan

Note: I received an Advanced Review Copy of this book from FranklinCovey in exchange for my honest review. I did subsequently purchase a second hardcover copy of this book, in addition to the Kindle edition. What this book does is to lay out the emotional foundations and personal values that lead to......more

Goodreads review by Dan

One of the critical elements of Business and specifically customer support is how we support and develop a relationship with our customers. Leading Loyalty describes fundamental principles of empathy, responsibility, and generosity which are qualities that should be taught to every business professi......more

Goodreads review by Amanda

I have been in sales for many years and WOW I wish I'd have had this book when I first got started. I call this one a "highlighter and journal book." You'll want to mark it up and take note after note. FranklinCovey has done it again. Not only is this book full of awesome tips and ideas, but it's al......more

Good ideas, but they try to sell you a FranklinCovey software designed to control the 4 disciplines of execution......more

Goodreads review by Keith

“Leading Loyalty: Cracking the Code to Customer Devotion” by Sandy Rogers, Leena Rinne, and Shawn Moon is an incredibly helpful book on creating loyalty as a leader and as an organization or business. While this book is written with a business organization mindset, I firmly believe the information......more