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Leading Loyalty: Cracking the Code to Customer Devotion

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4.45  ·  Rating details ·  44 ratings  ·  29 reviews

In business, if people merely like you, you’re in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline team is the key to building raving fans.

To thrive in today’s economy, it’s not enough for customers to merely like you. They have toloveyou. Win their hearts and they will not only purchase more—

...more
Kindle Edition, 240 pages
Published March 19th 2019 by AMACOM
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Dan Marshall
Jun 07, 2019 rated it it was amazing  ·  review of another edition
One of the critical elements of Business and specifically customer support is how we support and develop a relationship with our customers. Leading Loyalty describes fundamental principles of empathy, responsibility, and generosity which are qualities that should be taught to every business professional. This book should be a part of every professional library. The fundamental elements taught in this book can help businesses inspire fierce loyalty from customers, not just loyalty because we have ...more
Keith Hudson
Apr 02, 2019 rated it it was amazing
“Leading Loyalty: Cracking the Code to Customer Devotion” by Sandy Rogers, Leena Rinne, and Shawn Moon is an incredibly helpful book on creating loyalty as a leader and as an organization or business. While this book is written with a business organization mindset, I firmly believe the information conveyed within this book is incredibly relevant to any leader of any organization. While the prevailing thought is that the bottom line of a business or an organization is money, this is false. The ...more
Amanda Osenga
Feb 20, 2019 rated it it was amazing
I have been in sales for many years and WOW I wish I'd have had this book when I first got started. I call this one a "highlighter and journal book." You'll want to mark it up and take note after note. FranklinCovey has done it again.

Not only is this book full of awesome tips and ideas, but it's also full of helpful scenarios. These would be excellent to role play with your team and to review again and again. They definitely got me thinking about my interactions not only as a sales person but
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Jane Stimmel
Apr 23, 2019 rated it it was amazing  ·  review of another edition
Amazing how three little words can have such a profound impact!!! The book Leading Loyalty, Cracking the Code to Customer Devotion has so many parallels to what I do in the field of human resources! The core principles of 1) empathy, 2) responsibility and 3) generosity apply to both customers and employees in any type of business! Creating loyalty takes perseverance, determination and most importantly consistency. Strong loyalty leaders strive to engage with team members, show empathy and ...more
Brandon Trahan
Mar 06, 2019 rated it it was amazing
LEADING LOYALTY is a book with a few simple ideas that can make a difference not only in business, but in life. The book explains that the three most important principles to gain greater loyalty from customers (and employees) are empathy, responsibility, and generosity. The authors provide a number of compelling examples of companies and people going above and beyond in these ways, from firefighters finishing chores for a man who had a heart attack to a hotel shuttle bus who took a passenger to ...more
Tiffany
Jan 18, 2019 rated it it was amazing
The value of this book is in the examples. The three principles leading to fierce loyalty aren't revolutionary in nature (empathy, responsibility, and generosity). However, reading through examples of when these were on display within the day-to-day whirlwind of execution and when teams have missed the mark is very useful in evaluating how well your own teams are doing. Perhaps, what I enjoyed most about this book is that it tackled the topic of a "counterfeit" display of the skills that fall ...more
Agrangercaploe
Feb 14, 2019 rated it it was amazing
This book is a must have for any manager- especially those overseeing people in customer service. The book explains & gives pointers on how to incorporate the Three Core Loyalty Principles for earning fierce loyalty- Empathy, Responsibility, and Generosity.

“ ...connection can be made with a glance or a word. Being too busy is a poor excuse. Our ability to connect – even on a crazy, busy day – is driven by an understanding that connecting with our customers is an important part of our job...
...more
Tracy McGee
Jun 10, 2019 rated it it was amazing
Leading Loyalty walks you through three loyalty principles which work together to form the Loyalty Leader Mindset. The concept is that if we show empathy, take responsibility and be generous, we will create customers and team members who are incredibly loyal. This book is full of reasons why these principles are important, how they will impact your business, examples of folks who are doing it well and those who are not, and most importantly you will find step by step instructions on how to build ...more
Emma Hawes
Feb 17, 2019 rated it really liked it
***I received an Advanced Readers Copy of this book.

Coming from a marketing background and having a current career in sales, I truly enjoyed this book. I feel as though this book focuses on how salespeople interact with customers and the public. The chapters were structured very well. The huddles at the end of each chapter are excellent refreshers.

The examples in my copy seemed to be vague and it did not give the business names, which threw me off. However, this is something I will use as a
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Madhu
Jun 04, 2019 rated it really liked it
A beautiful book- I love how the values of empathy, generosity and responsibility are tied together to strengthen relationships, facilitate loyalty among customers. I love how customers is defined broadly and that the book has numerous practical applications to business, community work and personal life.

The HUDDLE at the end of each chapter provides specific ways to engage with the content. The inclusion of celebrate makes me smile because I feel we often forget to acknowledge progress with a
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Nathan
Jun 19, 2019 rated it it was amazing  ·  review of another edition
"As managers, we are responsible for responsibility." "When others trust us, we rise to the occasion."
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While the key factors illustrated in the book are not new - empathy, responsibility, generosity - the authors give us a model to follow to help awaken them in our organizations. Each chapter ends with a "huddle" we can use to facilitate a meeting with our teams. The immediate practical implementation is right there, and I find this is what is different than many other books I've read on the
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Annie
Feb 28, 2019 rated it it was amazing
Shelves: business-books
This book is full of invaluable business loyalty lessons taught with stories, research, and commonsense practices. I think that these huddles can be practiced in any team--customer service, management or not, personal and professional. There are twelve huddles--weekly group meetings where an assignment is given (applicable to the content read in the accompanying chapter) and the following week you report back. For example, you read chapter 5, you meet as a team and you discuss then you assign ...more
Lisa
Jun 06, 2019 rated it it was amazing
Shelves: non-fiction
Leading Loyalty describes how the principles of empathy, responsibility, and generosity can help businesses inspire true loyalty from customers, not just loyalty based out of convenience. It's an excellent book for anyone in a leadership role, but I liked how the book made the point that it's not just leaders that can work to inspire loyalty. Anyone in a customer-facing role can utilize these principles to build strong customer relations and provide outstanding service. It's a worthwhile read, ...more
Julie A
Nov 17, 2018 rated it it was amazing
I received an advance copy for review from FranklinCovey. Bottom line: an exceptional tool to help build teams emotional intelligence and develop fiercely loyal customers. Breaks down the steps for leadership and front line team members in an easy read book that also includes outlines for team huddles to reinforce concepts. "What is most important, critical, and urgent" for your individual customers.
Heather
Mar 22, 2019 rated it it was amazing
As a manager in a job that is highly customer service driven, I can’t say enough good about this book. I highly recommend it to employees and managers that want to improve their numbers by improving their customer service. I’ve started noticing which companies do this well and which don’t when I shop. I’m also working on building up my team to provide even better service. If I could give this book a 5+, I would.
Casey Bloom
Feb 20, 2019 rated it really liked it
I was one of the lucky ones that was selected to receive an Advanced Readers Copy (ARC) of this book. I feel that this book could be a huge asset for almost any manager. I really appreciated the fact that each strategy the book went over, also provided an example to provide more thought. This book could be an exceptional tool to help teams develop more loyal customers/consumers.
Tony Cortinas
Mar 22, 2019 rated it it was amazing
Need a great Leadership book, that doesn't just tell you how to Lead, but also how to apply your skills with some following up tools. Leading is just not telling someone how to do it but being the example. Great book for all leaders.
Erin
Feb 26, 2019 rated it really liked it
This book is a must for anyone starting out in sales or working with the public. It teaches the reader the why and how of engaging each customer as a fellow human, empathetically, for maximum customer loyalty. I received a copy from the publisher to review.
Tonya Schrougham
Jun 17, 2019 rated it really liked it
Leading Loyalty holds some great truths for any leader. The authors highlight three primary principles (empathy, responsibility, and generosity) for engaging the loyalty of customers. Full of practical examples, Leading Loyalty is a great addition to any leaders library.
Rick Yvanovich
There's definitely a formula and a code to doing this well and this book has got it, I'd love to tell you but that would spoil the read.
Kassi
May 29, 2019 rated it it was amazing
Everyone in business and leadership need this book. I feel enlightened and encouraged and excited to press forward!

I did receive an advanced copy in exchange for my opinion.
Heidi M
Feb 28, 2019 rated it it was amazing
Great book! I recommend it for anyone looking to find real ways to impact your own value and well as collective value. Another actionable and great read from Franklin Covey!
Rosemary
Nov 13, 2018 rated it really liked it
When you think of loyalty you think of repeat business someone who loves your product or what you have to offer enough to come back and want more . This is pretty true about any business and can even be said of a Pastor or Church organization . This book outlines some very valuable key points for businesses no matter what it maybe. I like chapter 8 , Huddle the need for Generosity . We need to learn to celebrate , educate , commit , follow up . That chapter speaks loud and clear even in your ...more
Gail
Jul 28, 2019 rated it it was amazing
Re-reading it so that I can re-write my review!
David
Nov 03, 2018 rated it it was amazing
I've been reading a lot of business books lately from both a marketing and customer retention angle as I'm working on growth in my company now. It's really true that listening to customers and taking care of them is the best way to gain and keep them, and that's basically what this book is about. It provides a great set of thinking points, instructions for working with your team to get everyone on board, and although the information is generally "obvious, duh" stuff, it's the kind of thing that ...more
Bryan Bootka
Nov 05, 2018 rated it it was amazing
It was great to get an advance copy of Leading Loyalty because it has earned a place in my top 5 books for business alongside 7 Habits and Scaling Up and will become part of required reading for team members. The daily huddles align with best practices laid out in Scaling Up which is great. The book, of course, aligns with the 7 Habits and gives detailed ways to employ those habits.

Each chapter was practical, the examples given add helpful details to each idea shared.

Recommended reading for any
...more
Karren Hodgkins
rated it really liked it
Jan 08, 2019
Ben
rated it really liked it
Aug 15, 2019
Marisa Eikenberry
rated it it was ok
Jul 14, 2019
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