FranklinCovey Work Session Details Three Bedrock Principles for
Building Customer and Employee Loyalty: Empathy, Responsibility and
Generosity
SALT LAKE CITY--(BUSINESS WIRE)--Sep. 20, 2016--
FranklinCovey
Co., a leader in organizational performance improvement, announced
today the launch of their newest solution offering, Leading
Customer Loyalty™. This one-day work session provides frontline
managers with the knowledge, capabilities, and tools to lead their teams
to consistently deliver superior service in order to significantly
increase customer loyalty.
“Leading Customer Loyalty addresses a major gap in the market for
building the capabilities of frontline leaders,” said Sandy
Rogers, FranklinCovey’s Global Customer Loyalty Practice Leader.
“Many frontline leaders get promoted because they are good at sales,
service, or administrative tasks but they have not yet learned how to
model, teach, and reinforce the behaviors required to consistently earn
employee loyalty, which is a prerequisite for increasing customer
loyalty. More than 70 percent of what makes a customer experience great
comes down to the behavior of frontline people. Unlike other customer
service training courses, the Leading Customer Loyalty work session
transforms frontline leaders from the inside-out and teaches them how to
‘live’ the principles and practices needed to earn employee and customer
loyalty.”
Leading Customer Loyalty is based on 20 years of research and hands-on
learning with a wide range of organizations. In this work session,
frontline leaders will gain the capability to lead 11 short team
huddles, ideally one each week. Each huddle focuses on a key loyalty
principle or practice. The three foundational loyalty principles are
empathy, responsibility and generosity. The six loyalty practices are:
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Making a human connection
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Listening to learn
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Discovering the real job to be done
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Following up to strengthen the relationship
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Sharing information openly to help everyone win
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Surprising with unexpected extras
Research shows that organizations who fail to earn the loyalty of
employees and customers suffer significant losses in brand value and
loyalty. One of every three employees hopes to be working for a
different employer within a year. (Source: MetLife
study) Nearly half of customers would take their business to a
competitor within a day of experiencing poor customer service. (Source:
24/7) Once having a poor experience, only 15 percent of customers would
give a brand or product a second chance. (Source: InReality)
In contrast, loyal customers who are brand advocates spend two times
more than average customers, and they recommend or share two to four
times more than an average customer. (Source: Deloitte)
“FranklinCovey’s new Leading Customer Loyalty work session will
dramatically shift the thinking and behaviors of frontline employees,”
said Shawn
Moon, Executive Vice President, Strategic Markets, FranklinCovey.
“This solution will help frontline leaders create a culture of customer
and employee loyalty – the bedrock foundation for all successful
organizations. Our 11 short team huddles make it fun and engaging for
frontline teams to learn and practice a key loyalty principle each week
so that they become an integral part of the organization’s culture. We
are confident that clients who employ these principles and practices
will experience a positive change in their culture and achieve a
significant return on their investment through increased employee
retention and customer loyalty.”
Leading Customer Loyalty addresses these common customer-service
challenges:
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Lack of empowerment of the most critical customer-service
employees
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Poor communication and listening skills
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Rising customer expectations
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No formal customer service training
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Lost growth opportunities
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Managers lacking the knowledge and skills to model, teach, and
reinforce good customer service
|
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Poor customer-satisfaction scores or Net Promoter Scores (NPS®)
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Competitors that excel at customer service
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Difficulty managing priorities
|
FranklinCovey has learned that most organizations need less than a one
percent improvement in customer or employee loyalty to achieve a
significant return on their investment in Leading Customer Loyalty. To
assist in measuring an organization’s improvement in these areas,
FranklinCovey’s Customer Loyalty practice also helps organizations to
install Net Promoter® metrics created by Fred
Reichheld, FranklinCovey’s NPS® partner and one of the world’s
leading experts on customer and employee loyalty. FranklinCovey measures
the loyalty that exists between an organization and its employees and
customers, and whether or not they are enthusiastic promoters of the
organization and its offerings.
“Leading Customer Loyalty bridges the gap between understanding customer
loyalty principles and consistently putting them into practice on the
front line,” said Fred Reichheld, Bain Fellow, creator of the Net
Promoter System℠ (NPS®), and New York Times bestselling
author of The
Ultimate Question: Driving Good Profits and True Growth.
“Companies who have applied these principles have become some of the
most highly respected organizations in the world. Their employees and
their customers are enthusiastic promoters of their brand and are
extremely loyal, which results in good profits and true growth for the
business.”
FranklinCovey clients have seen very promising results.
“It is easy to find managers that want to take care of customers,” said
R.J. Pisciotta, Vice President of Operations, Brakes
Plus, a FranklinCovey client. “The difficult part is teaching
managers how to get their team members focused on the things that are
important to customers. The Leading Customer Loyalty training helps the
manager lead their team to do what is necessary to create loyal
customers. Leading Customer Loyalty is helping us refocus on the
importance of the customer’s point of view, while reinforcing to both
our customers and employees that we really do care. As a result, some of
our locations have already increased their customer service scores by
over 20 points!”
FranklinCovey’s new Leading Customer Loyalty work session is available
through multiple modalities and its pricing makes it among the most cost
effective and flexible solutions on the market. Leading Customer Loyalty
can be purchased three different ways:
-
Stand-alone Customer Loyalty Pass - starts at $150 per person and can
be as low as $30 per person in a large organization
-
Add on to Personal Effectiveness Pass or standard All Access Pass -
starts at $138 per person and can be as low as $25 per person in a
large organization
-
Purchase All
Access Pass Plus (access to all of FranklinCovey’s content): Cost
– $250 per person
These price ranges do not include any additional licensing, consulting
or travel fees that may occur based upon the needs of the team being
trained.
For more information on FranklinCovey’s new Leading Customer Loyalty
work session, please visit http://www.franklincovey.com/customer-loyalty/
or call 1-800-827-1776 ext. 75420.
About the FranklinCovey Customer Loyalty
Practice
FranklinCovey’s Customer Loyalty Practice provides frontline managers
with the knowledge, capabilities, and tools to lead teams to
consistently deliver superior service and significantly increase
customer loyalty through its Leading Customer Loyalty work
session. This work session and other Practice offerings, along with
accurate measurement (Net Promoter metrics (NPS®)), help organizations
to deliver superior customer experiences, to delight customers and drive
faster growth. Small improvements in employee and customer loyalty can
significantly impact both the top and bottom line in any organization.
Leaders and managers in organizations may become certified to teach
FranklinCovey’s customer loyalty offerings or may engage a FranklinCovey
consultant to deliver the content onsite.
About Franklin Covey Co.
Franklin
Covey Co. (NYSE: FC) is a global, public company specializing
in organizational performance improvement. We help organizations and
individuals achieve results that require a change in human behavior. Our
expertise is in seven areas: leadership, execution, productivity, trust,
sales performance, customer loyalty and education. Franklin Covey
clients have included 90 percent of the Fortune 100, more than 75
percent of the Fortune 500, thousands of small and mid-sized businesses,
as well as numerous government entities and educational institutions.
Franklin Covey has more than 100 direct and partner offices providing
professional services in over 150 countries and territories.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160920005351/en/
Source: Franklin Covey Co.
Franklin Covey Co.
Debra Lund, 801-244-4474
Global Director,
Public Relations
Debra.Lund@FranklinCovey.com
or
Travis
Rust, 801-817-5378
Manager, Public Relations
Travis.Rust@FranklinCovey.com