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? In his book, Fierce Loyalty Sandy Rogers reveals the principles and practices of the customer-facing employees who cultivate bonds and lift revenues through the roof. Full of eye-opening examples and practical tools, this Soundview Live webinar will help you infuse empathy, responsibility, and generosity into every interaction.
What You'll Learn:
- How to make warm, authentic connections
- How to ask the right questions
- How to take ownership of the customer’s issue
- How to follow up and strengthen the relationship
- How to share insights openly and kindly
About the Speaker:
Sandy Rogers serves as Managing Director of FranklinCovey's loyalty practice which is focused on helping large multi-unit operators in retail, healthcare, grocery, food service, lodging, and financial services to accelerate growth through increased customer and employee loyalty.
Prior to that, Sandy spent 14 years with Enterprise Rent-A-Car, most recently as Senior Vice President of Corporate Strategy. He led the turn-around of Enterprise’s London operation, and before this he served as Vice President of Marketing and Business Development. He led the teams that developed Enterprise's consumer marketing strategy, including the "Pick Enterprise...We'll Pick You Up" television campaign and ESQi, Enterprise's comprehensive system for measuring and improving customer service across their 7,000-branch network.