In business, if people merely like you, you’re in trouble. They need to love you! In Leading Loyalty, readers will learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. Winning customers’ their hearts will not only result in them purchasing more — that’s the company they’ll talk up to everyone they know. But what turns casual customers into passionate promoters? What makes people stick for the long haul? Now Leading Loyalty 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, Leading Loyalty teaches how to infuse empathy, responsibility and generosity into every interaction.
Leading Loyalty: Cracking the Code to Customer Devotion
Sandy Rogers, Leena Rinne and Shawn Moon
On shelves: 4/16/2019