Sandy Rogers

Thank you @wobi_es @wobi_en for inviting me to speak in Mexico City this week on how to earn fierce customer and employee loyalty. I am grateful for the opportunity to meet so many passionate people determined to build winning cultures. #empathy #responsibility #Generosity

Are you an operational leader challenged with inspiring frontline people to deliver great service? CEO's and senior operational leaders frequently ask a question like this: “I know customer service is critical to our success and I believe we are pretty g…lnkd.in/eahM9a7g

Are you using an email, text, or IVR survey to rank people, teams, or locations based on customer service? Most fail to rank accurately. Why?    The low percentage of customers who are aware of and agree to complete email, text, or IVR surveys often do no…lnkd.in/eANQWdxC

In taking your customer experience from good to great, identifying WHO needs to get better is often more important than learning WHAT needs get better. Is the behavior of your frontline people essential to building your business? If so, are you accurately…lnkd.in/eReTw8y

Knowing how, and when, to surprise customers with unexpected extras can make all the difference when it comes to earning customer loyalty. #leadingloyalty buff.ly/2liUgX0

The Loyalty Practice at FranklinCovey helps organizations and front line leaders inspire, train, and coach their employees to delight more customers. #blog #leadingloyalty #customerloyalty #customerexperience buff.ly/2mZdaCG

A commitment of the heart means we care about our customer’s problem. A commitment of the head means we know what to do about it. And a commitment of the hands means we are willing to do what’s necessary to solve it. #blog #loyalty buff.ly/2my83sF

As organizations work to standardize customer service in order to become more efficient, they risk becoming less empathic. #blog #leadingloyalty buff.ly/2luD5BB

Those who have engendered loyalty effectively follow up with their customers. It goes with doing the “job to be done.” #blog #leadingloyalty buff.ly/2kPRfwS

Empathy is essential when it comes to earning intense customer loyalty. Shawn Moon shares a great story that illustrates this perfectly. #leadership #loyalty #leadingloyalty buff.ly/2WHztKb

Put your people into a position to enrich the lives of your customers and you will have engaged employees, loyal customers, and a growing and profitable business. #Loyalty #EmployeeEngagement #CustomerLoyalty #Culture medium.com/authority-magazin…

Huddles are essential when it comes to ensuring that the practices and principles of loyalty become part of your team culture. #blog #leadingloyalty buff.ly/2luHXXr

Empower frontline leaders and customer-facing employees to enrich your customers' lives, and you will earn the loyalty of your customers and employees alike. #leadingloyalty #customerloyalty #employeeengagement buff.ly/2QFKAEf

Are you and the people on your team driven more by job descriptions, policies, and systems—or by the urge to enrich lives? #blog #leadingloyalty #CustomerExperience #Empathy buff.ly/2liQU6p

My co-authors and I have been researching what makes intense customer loyalty, and we found three principles in particular that are essential when it comes to building and earning customer devotion. #leadingloyalty buff.ly/2Fme9TU

Define your loyalty legacy. Use this simple tool to craft your own legacy statement around your customers and colleagues. #Loyalty #CustomerLoyalty #LeadingLoyalty buff.ly/2PT5Kua

Intense customer loyalty is built over time with repeated, consistent, and positive experiences. #LeadingLoyalty #CustomerExperience #BrandLoyalty buff.ly/2Ci1vUL

Empathy is a critical component of customer loyalty. Empathy tends to be reciprocal. When people are treated with empathy, they often respond with empathy. #Empathy #Loyalty #CustomerLoyalty #LeadingLoyalty buff.ly/2mtuoYu

Are you and the people on your team driven more by job descriptions, policies, and systems—or by the urge to enrich lives? #blog #empathy #loyalty buff.ly/2liQU6p

When a teenage boy came looking to buy a tie for a job interview, the store workers decided to go the extra mile to help him. My co-author, Shawn Moon, shares this inspiring story from our book Leading Loyalty. buff.ly/2WHztKb