Leading Customer Loyalty

Engage your team to win the heart of every customer

Are your customers loyal to your organization?

More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn’t happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.  

“Treat your employees exactly as you want them to treat your best customers.” 

-Stephen Covey

Watch The Overview

The Solution

Employee loyalty comes first—then customer loyalty.

Leading Customer Loyalty is a one-day work session for frontline managers to learn the principles and practices needed to win the hearts of employees and their customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.



●      Make genuine human connections.

●      Listen and communicate with empathy.

●      Discover the real “job to be done” for customers and employees.

●      Follow up to learn how to improve and resolve concerns.

●      Give and receive feedback that builds people up.

●      Inspire the team to share their best thinking and ideas.

●      Run effective loyalty team huddles.


Employees who are enthusiastic promoters inspire customers.

True customer satisfaction comes from their interactions with your frontline employees. Using the bottom-up approach to leadership, team members express trust and admiration for their organization, which resonates through every outstanding customer experience.

Popular Customer Loyalty Solutions

Net Promoter System (NPS)

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. 





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.



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.