LEADING CUSTOMER LOYALTY
More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behaviour doesn’t happen without inspiration and accountability. This requires a bottom-up approach, not the typical top-down corporate method. The challenge is not uncovering some new customer insight; the problem is getting your frontline to do what they already know more consistently.
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 customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.