FranklinCovey's Customer Loyalty for Profitable Growth offers focused and committed CEOs and other senior marketing and operational
executives of large, multi-unit operations a proven process to grow their businesses through their building customer loyalty programs.
The Growth Challenge
It's no secret to leaders of large, multi-unit organizations that building customer loyalty takes more than an occasional friendly greeting and pleasant service. These executives have discovered how to institutionalize greatness throughout their operation by creating culture where
employees are engaged and equipped to deliver memorable customer experiences.
Keys to Building Customer Loyalty
Creating institutionalized greatness requires four conditions:
Vision and commitment at the C-suite. Without question, effective organizational change starts at the top. If there's no serious commitment at the senior levels, the effort will fail.
Reliable metrics to measure customer and employee experience. While most organizations have reliable systems to measure profit, they rarely apply the same rigor to customer and employee experience. Institutionalized greatness demands that these metrics be just as "bankable" as your financial measures.
Self-directing mechanisms that create operational alignment, support, and incentives to win at the front-line. Service happens at the front line, yet operational, reporting, and compensation systems frequently obstruct delivering a great customer experience.
Every team is engaged around the key activities that drive great customer experience. Engaging every team is where the rubber meets the road. It requires competent unit-level managers who can lead their teams to execute consistently and wholeheartedly those activities that drive great experience.
The FranklinCovey Difference
FranklinCovey offers complete, business execution-focused customer loyalty programs. We roll up our sleeves and go to work, creating execution at the front line where customers live. And we don't stop until greatness is institutionalized everywhere inside your organization. If you're a committed senior leader of a large, multi-unit organization, contact our Customer Loyalty team and one of our senior consultants will reach you to discuss the possibilities.
"Treat your employees exactly as you want them to treat your best customers."