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Turn casual customers into passionate promoters.
ADVANCE PRAISE
Read what today's thought leaders are saying about Leading Loyalty.
“The desire to have loyal customers and colleagues is not nearly so important as the discipline to do the work required to earn that loyalty. “Leading Loyalty” gives you the principles and programs you need to lead those efforts.”
-GEORGE BRADT
Chairman and Founder, Prime Genesis
“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® Score and System and New York Times best-selling author of several books on loyalty including The Loyalty Effect, and The Ultimate Question
“Leading Loyalty is a trigger that will move your customer service moments from mediocre to magic. Sandy, Leena and Shawn put forth incredible practices that will shift your customer service mindset, helping you establish customer loyalty, one interaction at a time.”
-SHEP HYKEN
Customer service expert and New York Times bestselling author of The Amazement Revolution
PREVIEW CHAPTERS
Leading Loyalty: Cracking the Code to Customer Devotion
Are your front-line leaders creating value for your customers?
A major study commissioned by Oracle Corporation revealed that 73 percent of customer loyalty is due to “friendly employees or customer service representatives.”
Everything else—products, reputation, convenience, and so forth—adds up to the remaining 27 percent.
ABOUT THE AUTHORS
Learn more about these best-selling authors.
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 and P&G. He is a graduate of Duke and Harvard Business School.
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 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
Shawn Moon, a nearly 30-year associate with FranklinCovey, has decades of experience in leadership and management, sales and marketing, program development, and consulting services. As an executive vice president, Shawn was responsible for the company’s Speed of Trust®, Execution, Customer Loyalty, and Sales Performance Practices and is the author or coauthor of several books, including The Ultimate Competitive Advantage and Talent Unleashed.
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Leading Loyalty: Cracking the Code to Customer Devotion
