Every chain knows that customer loyalty is key to profitable growth, but many struggle to actually increase it. Why?
Loyalty leaders use superior service as a competitive advantage to keep customers coming back—and 70% of a great customer experience comes down to the behavior of frontline employees. So are your leaders coaching your frontline employees to provide a better experience than your competitors? And is that service consistent across the chain?
At FranklinCovey, we help frontline leaders inspire, train, and coach their employees to delight more customers. We also provide accurate customer service metrics for holding frontline teams accountable. Within two to three years, our clients frequently delight 5-10% more customers—making a big impact on their bottom line and delivering a 5-10X return on their FranklinCovey investment.
How We Help
Our Customer Loyalty Practice Helps Organizations and Individuals by:
HIRE A CONSULTANT
Collect statiscally valid feedback from a representative sample of customers and employee
Increase the visibility of customer-service metrics so managers get real-time feedback.
Apply an accountability process at frontline teams so they deliver exceptional customer service more often.
CREATE CUSTOM WORKSHOPS
Measure And improve employee engagement