Leading Loyalty: Cracking the Code to Customer Devotion
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
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 ...more
“ ...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
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 ...more
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 ...more
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 ...more
Each chapter was practical, the examples given add helpful details to each idea shared.
Recommended reading for any ...more