Leena Rinne

Sandy Rogers

Shawn Moon

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 teams 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.

Cracking the Code to Customer Devotion

Leading Loyalty

Sharyn G. Jordan

While you may think the title of this book implies that it is a book about women who have matured (another word for "old") and their hair has turned silver, you would be partially correct. For this book, we define "a Silver Sister" as a woman who, from the age of a toddler to the present time, has amassed many experiences and gained much knowledge. That knowledge creates a Pearl of deep and profound Wisdom. Wisdom of the Silver Sisters, Guiding Grace is a book co-authored by 45 dynamic women, ranging in age from their 30s to their 80s. Their stories are ones of joy, tears, beauty, and tragic experiences that brought them wisdom in various ways. Welcome to our Wisdom of the Silver Sisters, Guiding Grace. This profound book promises to overflow your CUPPA with divine joy, wonder, and awe. Since its inception, our stellar storybook continues to unfold divine magic. The operative word is divine which is indicative of supremely great and good; plus, it is spiritually relevant in perfectly describing our Shero-Writers. Please prepare to BE Inspired, get comfy, have your CUPPA nearby and drink in our storytellers' legends, legacies, and family folklore. May our magical, meaningful, and muse-worthy stories enrich your experiential journey called life. I believe it will inspire you to scribe your personal S/Hero tales. For us, they have gifted a keener clarity, an even greater capaciousness of spirit, and created a divine connection to the sumptuous space between the inner and outer worlds. We send this soul-filled storybook forth as a BE-Jeweled Blessing to effect equanimity, empathy, and to create an effusive Tao of Exquisite Living.

Guiding Grace

Wisdom of the Silver Sisters

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 Leading 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, Leading 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.

Fierce Loyalty

Erieka

This book is about a woman who takes you on a journey of how one's experiences, battles, and obstacles can be the very things that empower you to greatness. If you find yourself depressed by the standards the world has placed on your shoulders find out how Erieka turned her social fantasy into a magical reality. This book will not only change your life but transform you in a magical way. Reading this book will introduce you to the real you, discovering your purpose through Erieka's magical realism. Not everyone can be famous, but everbody can be great, because greatness is determined by Service: Erieka is a great woman.

Sandy Rogers

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