Overview

Everyone has customers. And in today's highly competitive world, we all want more customer loyalty. The struggle is how do we get it. Loyalty is built one great experience at a time. The difference between a good and a great experience often comes down to how our customers feel based on their interactions with us. Fierce Loyalty goes beyond the latest rewards program or cutting-edge technology. This book gets to the heart of the challenge many of us face: How do we consistently behave so people feel their experience with us was among the best they've ever had Filled with real-life examples and practical tools, Fierce Loyalty helps you embed the three core loyalty principles-empathy, responsibility, and generosity-into every interaction so you can crack the code to your customers' devotion.

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9780814439395

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Reviews

'I have long believed that loyalty is at the center of all great organizations. The team at FranklinCovey deeply understands this maxim--and has been a valued partner in delivering practical support and tools to help spread this philosophy around the world.'----Fred Reichheld, creator of the Net Promoter(R) Score and System, and New York Times bestselling author of several books on loyalty; including The Loyalty Effect and The Ultimate Question 'Fierce Loyalty contains the principles and practices that are vital to creating an exceptional customer experience in every interaction. A great read for organizations that want happy customers, passionate about their brand.'----Tony Hsieh, CEO, Zappos.com, and New York Times bestselling author of Delivering Happiness 'Fierce Loyalty is an exceptional guide to unlocking the potential of every service-based organization. The practices shared will engage teams in a new way to challenge the limited thinking and actions so often present in customer encounters.'----Lisa Lutoff-Perlo, President and CEO, Celebrity Cruises

'Fierce Loyalty contains the principles and practices that are vital to creating an exceptional customer experience in every interaction. A great read for organizations that want happy customers, passionate about their brand.'----Tony Hsieh, CEO, Zappos.com, and New York Times bestselling author of Delivering Happiness 'Fierce Loyalty is an exceptional guide to unlocking the potential of every service-based organization. The practices shared will engage teams in a new way to challenge the limited thinking and actions so often present in customer encounters.'----Lisa Lutoff-Perlo, President and CEO, Celebrity Cruises 'I have long believed that loyalty is at the center of all great organizations. The team at FranklinCovey deeply understands this maxim--and has been a valued partner in delivering practical support and tools to help spread this philosophy around the world.'----Fred Reichheld, creator of the Net Promoter(R) Score and System, and New York Times bestselling author of several books on loyalty; including The Loyalty Effect and The Ultimate Question

Author Information

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. 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. 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.

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