LEADING LOYALTY: CRACKING THE CODE TO CUSTOMER DEVOTION

Book ID/图书代码： 00431018C00039

English Summary/英文概要： 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 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?

The industry experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier.

Now Fierce Loyalty reveals the principles and practices of these everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. Full of eye-opening examples and practical tools, Fierce Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and:

·Make warm, authentic connections
·Ask the right questions
·Listen to learn
·Discover the real job to be done
·Take ownership of the customer’s issue
·Follow up and strengthen the relationship
·Share insights openly and kindly
·Surprise people with unexpected extras
·Model, teach, and reinforce these essential behaviors through weekly team huddles

It’s time to invest in building loyalty. Even small improvements mean a big boost to your bottom line…and improves your business overall.

Chinese Summary/中文概要： 在商业中，如果人们只是喜欢你，你将会陷入困境。

你需要的是他们爱你！

提升客户粘度，建立良好的客户服务行为，是让客户爱上你的关键。

为了在今天的商业中茁壮成长，他们必须爱你，你必须赢得他们的心。那些高粘度客户，不仅会购买更多你的商品和服务，他们还会和他们认识的每一个人在交谈中说你的好。

那么，究竟如何提升客户粘度呢？是什么让他们长期去坚持靠近你呢？

在本书中，富兰克林柯维公司的行业专家们解开了提升客户粘度的奥秘。在一项涉及一千多家商店和数千人的客户粘度调查研究中，他们分离出了在收入和盈利能力方面脱颖而出的商家，发现了这些“篝火商店”比其他商家更加明亮，而这既归功于他们注重客户粘度，又同样归功于重视员工粘度。

是的，本书揭示了粘度思维这一新时代商业思维的内涵，以及面向客户和员工应当秉持的共同原则和方法。(DB)

Awards/获奖情况：’Fierce Loyalty contains the principles and practices that are vital to creating an exceptional customer experience in every interaction. A great read for organizations that want happy customers, passionate about their brand.’----Tony Hsieh, CEO, Zappos.com, and New York Times bestselling author of Delivering Happiness

About the Author/作者介绍： 桑迪·罗杰斯毕业于杜克大学和哈佛商学院，是富兰克林柯维公司忠诚实践的领导者。他以前是企业租车公司的高级副总裁。在此工作的14年里，桑迪管理着伦敦乃至整个英国的业务转型，并领导着开发企业营销战略和系统团队，以改善所有分支机构的客户服务。

桑迪曾在苹果电脑公司和宝洁公司从事市场营销工作。

莱纳·林内是富兰克林柯维公司的咨询副总裁。她负责富兰克林柯维公司世界一流咨询团队的招聘、开发和管理，并负责其项目和解决方案的持续高质量交付。

莱纳在富兰克林柯维公司担任了6年高级顾问，专注于个人效率和领导力发展。她与从初级管理者到高层级的领导者合作，以诊断组织问题，并开发实现持久变革和可衡量结果的解决方案。在担任咨询副总裁之前，莱纳是富兰克林柯维公司的国际业务合作伙伴主管，负责监督全球39个持牌合作伙伴的运营支持。

肖恩·莫恩拥有30多年的领导和管理、销售、程序开发和咨询服务方面的经验。他领导了富兰克林柯维公司的“直属办公室”“执行力”“信任的速度”“客户忠诚度”和“销售业绩”等诸多实践。他还是几本书的作者或共同作者，包括《如何让员工成为企业的竞争优势》《释放天赋》和《在政府中建立赢的文化》等。

Lenna Rinne is FranklinCovey’s Vice President of Consulting, and is responsible for the ongoing high quality delivery of FranklinCovey’s programs and solutions. Prior to her role as VP, she worked as a senior consultant for six years, focusing on leadership development and organizational culture. She is the co-author of the Wall Street Journal best-selling book, The 5 Choices; The Path to Extraordinary Productivity.

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE(到期可授)

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：Rights Excluded for: Arabic, Czech, Dutch, Hungarian, Indonesian, Polish, Portuguese, Romanian, Russian, Vietnamese

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