Are your customers loyal to your organization? More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn’t happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.

Introduction

Leading Customer Loyalty is a one-day work session for frontline managers to learn the principles and practices needed to win the hearts of employees and their customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.

What You’ll Learn

In this course, participants will learn how to:

• Make genuine human connections.
• Listen and communicate with empathy.
• Discover the real “Job to be Done” for customers.
• Follow up to learn how to improve and resolve concerns.
• Give and receive feedback that builds people up.
• Inspire the team to share their best thinking and ideas.
• Run effective loyalty team huddles.