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Leading Loyalty
- Cracking the Code to Customer Devotion
- Narrated by: Lisa Larsen
- Length: 6 hrs and 39 mins
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Publisher's summary
In business, if people merely like you, you’re in trouble. 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? What makes people stick with you for the long haul?
The industry 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.
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 helps you infuse empathy, responsibility, and generosity into every interaction and:
- Make warm, authentic connections
- Ask the right questions
- Listen to learn
- Discover the real job to be done
- Take ownership of the customer’s issue
- Follow up and strengthen the relationship
- Share insights openly and kindly
- Surprise people with unexpected extras
- Model, teach, and reinforce these essential behaviors through weekly team huddles
It’s time to invest in building loyalty. Even small improvements mean a big boost to your bottom line...and improves your business overall.
Discussion questions and exercises available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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Story
In QBQ! The Question Behind the Question, John G. Miller revealed how personal accountability helps to create opportunity, overcome obstacles, and achieve goals by eliminating blame, complaining, and procrastination. The result? Stronger organizations, more dynamic teams, and healthier relationships. Now Miller takes listeners to the next level to show how they can use the power of the QBQ! and personal accountability every day. When a light switch is flipped the flow of energy that is released reaches the lightbulb in an instant, bringing it to life.
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Quick listen
- By Shea on 09-20-23
By: John G. Miller
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Taking People With You
- The Only Way to Make Big Things Happen
- By: David Novak
- Narrated by: Sean Pratt
- Length: 6 hrs and 55 mins
- Unabridged
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David Novak learned long ago that you can't lead a great organization of any size without getting your people aligned, enthusiastic, and focused relentlessly on the mission. But how do you do that? There are countless leadership books, but how many will actually help a Taco Bell shift manager, a Fortune 500 CEO, a new entrepreneur, or anyone in between? Over his 15 years at Yum! Brands, Novak has developed a trademarked program he calls Taking People with You.
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I would like to recommend this book... but can't.
- By Michael on 01-30-12
By: David Novak
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The Power of People Skills
- How to Eliminate 90% of Your HR Problems and Dramatically Increase Team and Company Morale and Performance
- By: Trevor Throness
- Narrated by: Tom Parks
- Length: 5 hrs and 41 mins
- Unabridged
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People are the problem. They're always the problem. If a business person goes home frustrated, if they talk with their significant other about it, if they lay awake at night stewing about it, inevitably the problem is some person at work - a colleague, subordinate, or boss. Handling people issues is every leader's major headache. It's what takes up the majority of their time and - more important - the bulk of their head space. Every leader can and must develop this most important of all management skills.
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great listen
- By RB Player on 03-30-18
By: Trevor Throness
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Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
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In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
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Everybody Matters
- The Extraordinary Power of Caring for Your People Like Family
- By: Bob Chapman, Raj Sisodia
- Narrated by: Steven Menasche
- Length: 8 hrs and 51 mins
- Unabridged
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Starting in 1997, Bob Chapman and Barry-Wehmiller pioneered a dramatically different approach to leadership that creates off-the-charts morale, loyalty, creativity, and business performance. The company utterly rejects the idea that employees are simply functions to be moved around, "managed" with carrots and sticks, or discarded at will. Instead Barry-Wehmiller manifests the reality that every single person matters, just like in a family. That's not a cliché on a mission statement; it's the bedrock of the company's success.
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A Much Better Read
- By Bob Burton on 12-14-18
By: Bob Chapman, and others
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Be Amazing or Go Home
- Seven Customer Service Habits That Create Confidence with Everyone
- By: Shep Hyken
- Narrated by: Timothy Andrés Pabon
- Length: 3 hrs and 20 mins
- Unabridged
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Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master - and Shep Hyken knows the tricks to making it your own. In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game.
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Basic common sense!
- By RENATA LAIR on 05-30-23
By: Shep Hyken
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How Did That Happen?
- Holding People Accountable for Results the Positive, Principled Way
- By: Roger Connors, Tom Smith
- Narrated by: Lloyd James
- Length: 9 hrs and 53 mins
- Unabridged
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Drawing on case studies, many from client companies, the authors show how to establish clear expectations and manage the unmet expectations that inevitably occur. And they offer a positive, principled way that engages hearts and minds. This book can help people at every level---from senior executives to front-line workers---enjoy greater productivity, profitability, and job satisfaction.
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HELP - How Can I Get The Lost Hours Back ?
- By Mike on 09-23-09
By: Roger Connors, and others
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First, Break All the Rules
- What the World's Greatest Managers Do Differently
- By: Marcus Buckingham, Gallup Press, Jim Harter - foreword
- Narrated by: Mel Foster
- Length: 9 hrs and 51 mins
- Unabridged
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They actually have vastly different styles and backgrounds. Yet despite their differences, great managers share one common trait: They don’t hesitate to break virtually every rule held sacred by conventional wisdom. They don’t believe that, with enough training, a person can achieve anything he sets his mind to. They don’t try to help people overcome their weaknesses. And, yes, they even play favorites. In this longtime management bestseller, Gallup presents the remarkable findings of its massive in-depth study of great managers.
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Content is dated
- By A. Yoshida on 09-09-19
By: Marcus Buckingham, and others
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The Spirit of Kaizen
- Creating Lasting Excellence One Small Step at a Time
- By: Bob Maurer, Leigh Ann Hirschman
- Narrated by: Bob Maurer
- Length: 4 hrs and 8 mins
- Unabridged
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UCLA psychologist and organizational consultant Dr. Robert Maurer provides a simple and proven effective technique for making major changes with minimal disruption. Applying the operational concept of kaizen - small, continual improvements - to common management challenges, managers can drive major improvements with a series of well-planned techniques for boosting quality, innovation, sales, and morale.
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A must for anyone that wants to achieve.
- By Patrick on 01-08-14
By: Bob Maurer, and others
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
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The Little Big Things
- 163 Ways to Pursue EXCELLENCE
- By: Tom Peters
- Narrated by: Tom Peters
- Length: 11 hrs and 57 mins
- Unabridged
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"Years ago, I wrote about a retail store in the Palo Alto environs—a good one, which had a box of two-cent candies at the checkout. I subsequently remember that 'little' parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine have come up to remind me, sometimes 15 or 20 years later, of “the two-cent candy story,” and to tell me how it had a sizable impact on how they did business."
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Really hard to listen
- By Alexander on 06-03-10
By: Tom Peters
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Joy, Inc.
- How We Built a Workplace People Love
- By: Richard Sheridan
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 28 mins
- Unabridged
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Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
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Hey Menlo.
- By Stacey Colón on 03-25-16
By: Richard Sheridan
What listeners say about Leading Loyalty
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Amazon Customer
- 07-02-19
Great Concept but very boring
This book is filled with great concepts and action items but my goodness was it a boring listen. Speaker never adjusted tonality and spine rather softly throughout entire read. Couldn’t wait for it to be done, a 6 hour listen felt like 12.
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