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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. Leading Customer Loyalty is a 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.
Learning Objectives
In this course, participants will receive information on 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
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About this item
Members $335 Non-members $390
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. Leading Customer Loyalty is a 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.
Learning Objectives
In this course, participants will receive information on 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
Course/Activity Information
Members $335 Non-members $390
Estimated completion time: 6 hours
Course access length: 6 months upon enrollment
Awards 6 CFE education credits upon completion