Net Promoter System (NPS)
Loyalty
Customer Loyalty
Turn customers into brand advocates.    
THE CHALLENGE
There's a customer service disconnect between executive directives and frontline execution.

While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO’s are saying and what customers are feeling about their companies. Strategic corporate decisions are important, but frontline behavior at each location primarily determines whether a customer has an experience that’s just satisfactory—or one that delights.

 

At FranklinCovey, we take a unique approach to improve customer experience. Rather than top-down prescriptions driven by corporate data analysts, we advocate for a bottom-up approach powered by the employees on the frontlines.    

Driven by frontline accountability for customer service, Enterprise grew from delighting 67% to 80% of customers over ten years.
FranklinCovey Study
The Solution
Let your frontline own the customer experience.

Imagine if every one of your teams or locations delighted 80% or more customers. What would that be worth?

 

Truly great customer service can only come from holding frontline employees accountable. Empower your teams to discuss ideas, vote on the best ones, and then run thoughtful experiments to tackle customer service issues directly. Use their firsthand insights to help define what a great experience should look like. With great customer experiences comes loyalty that will transform customers into promoters.

 

 

Our Net Promoter System (NPS) helps companies:

 

●      Accurately measure customer service for every team.

●      Identify your strong and weak frontline leaders.

●      Analyze and share feedback in simple, meaningful ways.

●      Train and coach leaders how to delight more customers.

Clients typically make 5-10% more of their customers happy within the first three years of our engagement and achieve 7-10 times the ROI.    
-FranklinCovey Study
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THE OUTCOME
Thrive in a customer-driven world.
At FranklinCovey, we help organizations build a winning culture, which is the common denominator among all great companies. Get the culture right, and frontline attitude and behavior will follow.
“We use FranklinCovey to measure customer service in our stores and have been extremely pleased with our results. Our scores have improved significantly and we have seen a strong correlation with delighting customers and sales revenue.”
Home Improvement Retailer CEO

What’s Different about FranklinCovey’s Approach?

With over 20 years of measuring and improving the customer experience, our team along with Fred Reichheld, creator of the Net Promoter System, we don’t just gather customer feedback, we help you improve it to grow your business faster.

 

Watch the Leading Customer Loyalty overview with Sandy Rogers, Global Customer Loyalty Practice Leader
-Watch the Video
Popular Customer Loyalty Solutions
Leading Customer Loyalty™

Unlike other customer-service training courses, Leading Customer Loyalty transforms frontline managers from the inside out, and teaches them how to model, teach, and reinforce three principles (empathy, responsibility, and generosity) and six critical practices needed for earning loyalty. 

 

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The 7 Habits® of Outstanding Customer Service

Inspire your frontline employees to serve customers in ways that will delight them and increase their loyalty to your organization. This work session trains employees from the inside-out how to delight a much higher percentage of their customers.

 

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Employee Loyalty and Engagement (ELE) Solution

The FranklinCovey ELE helps organizations measure and improve employee loyalty and engagement towards their most important goals. The process begins with a brief Web survey for employees followed by bottom-up action planning to drive organizational change. 

 

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