-
Leading Loyalty
- Cracking the Code to Customer Devotion
- Narrado por: Lisa Larsen
- Duración: 6 h y 39 m
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Resumen del Editor
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 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.
Discussion questions and exercises available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
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Must Read!
- De Jennifer Ringenberg en 06-05-23
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Flipping the Switch
- Unleash the Power of Personal Accountability Using the QBQ!
- De: John G. Miller
- Narrado por: John G. Miller
- Duración: 1 h y 38 m
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In QBQ! The Question Behind the Question, John G. Miller revealed how personal accountability helps to create opportunity, overcome obstacles, and achieve goals by eliminating blame, complaining, and procrastination. The result? Stronger organizations, more dynamic teams, and healthier relationships. Now Miller takes listeners to the next level to show how they can use the power of the QBQ! and personal accountability every day. When a light switch is flipped the flow of energy that is released reaches the lightbulb in an instant, bringing it to life.
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Quick listen
- De Shea en 09-20-23
De: John G. Miller
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Taking People With You
- The Only Way to Make Big Things Happen
- De: David Novak
- Narrado por: Sean Pratt
- Duración: 6 h y 55 m
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David Novak learned long ago that you can't lead a great organization of any size without getting your people aligned, enthusiastic, and focused relentlessly on the mission. But how do you do that? There are countless leadership books, but how many will actually help a Taco Bell shift manager, a Fortune 500 CEO, a new entrepreneur, or anyone in between? Over his 15 years at Yum! Brands, Novak has developed a trademarked program he calls Taking People with You.
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I would like to recommend this book... but can't.
- De Michael en 01-30-12
De: David Novak
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The Power of People Skills
- How to Eliminate 90% of Your HR Problems and Dramatically Increase Team and Company Morale and Performance
- De: Trevor Throness
- Narrado por: Tom Parks
- Duración: 5 h y 41 m
- Versión completa
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People are the problem. They're always the problem. If a business person goes home frustrated, if they talk with their significant other about it, if they lay awake at night stewing about it, inevitably the problem is some person at work - a colleague, subordinate, or boss. Handling people issues is every leader's major headache. It's what takes up the majority of their time and - more important - the bulk of their head space. Every leader can and must develop this most important of all management skills.
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great listen
- De RB Player en 03-30-18
De: Trevor Throness
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Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- De: Leonardo Inghilleri, Micah Solomon
- Narrado por: Sean Pratt
- Duración: 5 h y 39 m
- Versión completa
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In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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Great book, recommended!
- De KLD en 07-03-15
De: Leonardo Inghilleri, y otros
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Everybody Matters
- The Extraordinary Power of Caring for Your People Like Family
- De: Bob Chapman, Raj Sisodia
- Narrado por: Steven Menasche
- Duración: 8 h y 51 m
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Starting in 1997, Bob Chapman and Barry-Wehmiller pioneered a dramatically different approach to leadership that creates off-the-charts morale, loyalty, creativity, and business performance. The company utterly rejects the idea that employees are simply functions to be moved around, "managed" with carrots and sticks, or discarded at will. Instead Barry-Wehmiller manifests the reality that every single person matters, just like in a family. That's not a cliché on a mission statement; it's the bedrock of the company's success.
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A Much Better Read
- De Bob Burton en 12-14-18
De: Bob Chapman, y otros
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Be Amazing or Go Home
- Seven Customer Service Habits That Create Confidence with Everyone
- De: Shep Hyken
- Narrado por: Timothy Andrés Pabon
- Duración: 3 h y 20 m
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Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master - and Shep Hyken knows the tricks to making it your own. In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game.
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Basic common sense!
- De RENATA LAIR en 05-30-23
De: Shep Hyken
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How Did That Happen?
- Holding People Accountable for Results the Positive, Principled Way
- De: Roger Connors, Tom Smith
- Narrado por: Lloyd James
- Duración: 9 h y 53 m
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Drawing on case studies, many from client companies, the authors show how to establish clear expectations and manage the unmet expectations that inevitably occur. And they offer a positive, principled way that engages hearts and minds. This book can help people at every level---from senior executives to front-line workers---enjoy greater productivity, profitability, and job satisfaction.
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HELP - How Can I Get The Lost Hours Back ?
- De Mike en 09-23-09
De: Roger Connors, y otros
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First, Break All the Rules
- What the World's Greatest Managers Do Differently
- De: Marcus Buckingham, Gallup Press, Jim Harter - foreword
- Narrado por: Mel Foster
- Duración: 9 h y 51 m
- Versión completa
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Historia
They actually have vastly different styles and backgrounds. Yet despite their differences, great managers share one common trait: They don’t hesitate to break virtually every rule held sacred by conventional wisdom. They don’t believe that, with enough training, a person can achieve anything he sets his mind to. They don’t try to help people overcome their weaknesses. And, yes, they even play favorites. In this longtime management bestseller, Gallup presents the remarkable findings of its massive in-depth study of great managers.
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Content is dated
- De A. Yoshida en 09-09-19
De: Marcus Buckingham, y otros
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The Spirit of Kaizen
- Creating Lasting Excellence One Small Step at a Time
- De: Bob Maurer, Leigh Ann Hirschman
- Narrado por: Bob Maurer
- Duración: 4 h y 8 m
- Versión completa
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UCLA psychologist and organizational consultant Dr. Robert Maurer provides a simple and proven effective technique for making major changes with minimal disruption. Applying the operational concept of kaizen - small, continual improvements - to common management challenges, managers can drive major improvements with a series of well-planned techniques for boosting quality, innovation, sales, and morale.
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A must for anyone that wants to achieve.
- De Patrick en 01-08-14
De: Bob Maurer, y otros
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- De: Robert Spector, breAnne O. Reeves
- Narrado por: Eric Pollins
- Duración: 6 h y 14 m
- Versión completa
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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Inspiring
- De Carrie Brinton en 01-02-19
De: Robert Spector, y otros
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The Little Big Things
- 163 Ways to Pursue EXCELLENCE
- De: Tom Peters
- Narrado por: Tom Peters
- Duración: 11 h y 57 m
- Versión completa
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"Years ago, I wrote about a retail store in the Palo Alto environs—a good one, which had a box of two-cent candies at the checkout. I subsequently remember that 'little' parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine have come up to remind me, sometimes 15 or 20 years later, of “the two-cent candy story,” and to tell me how it had a sizable impact on how they did business."
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Really hard to listen
- De Alexander en 06-03-10
De: Tom Peters
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The Corner Office
- Indispensable and Unexpected Lessons from CEOs on How to Lead and Succeed
- De: Adam Bryant
- Narrado por: Oliver Wyman
- Duración: 7 h y 21 m
- Versión completa
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What does it take to reach the top in business and to inspire others? Adam Bryant of The New York Times decided to answer this and other questions by sitting down with more than 70 CEOs and asking them how they do their jobs and the most important lessons they learned as they rose through the ranks. Over the course of these extraordinary interviews, they shared memorable stories and eye-opening insights.
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Don't wait to get this book.
- De Corey B. en 02-18-17
De: Adam Bryant
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Frictionless outlines the groundwork necessary for getting a company up-and-running and explains how companies make and market products and services while meeting the demands of their customers and employees today. Frictionless is the essential handbook for creating tomorrow’s mind set and competitive advantage.
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Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.
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Awesome read!!!
- De stacy brandt en 10-08-20
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The Customer of the Future
- 10 Guiding Principles for Winning Tomorrow's Business
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- Narrado por: Lisa Larsen
- Duración: 6 h y 38 m
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With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.
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The narrator
- De Samantha en 08-15-21
De: Blake Morgan
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The Code of Trust
- An American Counterintelligence Expert's Five Rules to Lead and Succeed
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- Narrado por: Robin Dreeke
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Robin Dreeke is a 28-year veteran of federal service, including the United States Naval Academy, United States Marine Corps. He served most recently as a senior agent in the FBI, with 20 years of experience. He was, until recently, the head of the Counterintelligence Behavioral Analysis Program, where his primary mission was to thwart the efforts of foreign spies, and to recruit American spies. His core approach in this mission was to inspire reasonable, well-founded trust among people who could provide valuable information.
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Needs a PDF
- De W. Plante en 06-22-18
De: Robin Dreeke, y otros
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Strategic Customer Service
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Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This audiobook draws on more than 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach listeners how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.
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Some good gems, but...
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The Age of Influence
- The Power of Influencers to Elevate Your Brand
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If today’s brands want to succeed, they have to be in the conversation, and influencers make that happen. The Age of Influence is an essential guide for marketing professionals and business owners who want to create and implement a highly effective and sustainable influencer marketing plan.
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Fantastic listen!
- De Jose Arroliga en 01-11-23
De: Neal Schaffer
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Frictionless
- Why the Future of Everything Will Be Fast, Fluid, and Made Just for You
- De: Christiane Lemieux, Duff McDonald
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Frictionless outlines the groundwork necessary for getting a company up-and-running and explains how companies make and market products and services while meeting the demands of their customers and employees today. Frictionless is the essential handbook for creating tomorrow’s mind set and competitive advantage.
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Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.
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Awesome read!!!
- De stacy brandt en 10-08-20
De: Micah Solomon
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The Customer of the Future
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- De: Blake Morgan
- Narrado por: Lisa Larsen
- Duración: 6 h y 38 m
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With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.
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The narrator
- De Samantha en 08-15-21
De: Blake Morgan
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The Code of Trust
- An American Counterintelligence Expert's Five Rules to Lead and Succeed
- De: Robin Dreeke, Cameron Stauth, Joe Navarro - foreword
- Narrado por: Robin Dreeke
- Duración: 9 h y 27 m
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Narración:
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Robin Dreeke is a 28-year veteran of federal service, including the United States Naval Academy, United States Marine Corps. He served most recently as a senior agent in the FBI, with 20 years of experience. He was, until recently, the head of the Counterintelligence Behavioral Analysis Program, where his primary mission was to thwart the efforts of foreign spies, and to recruit American spies. His core approach in this mission was to inspire reasonable, well-founded trust among people who could provide valuable information.
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Needs a PDF
- De W. Plante en 06-22-18
De: Robin Dreeke, y otros
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Game Changer
- How to Be 10x in the Talent Economy
- De: Michael Solomon, Rishon Blumberg, Daniel Weizmann - contributor
- Narrado por: Rishon Blumberg
- Duración: 7 h y 14 m
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10xers can tackle a company’s toughest problems, improve their strongest assets, and blaze a path to success. With the rapid digitization of every conceivable product and service, the environment has transformed so fast that every organization must be equipped with these phenomenally gifted employees to keep up. Game Changer provides proven strategies on how your company can create the right environment for top talent and breakthrough success by upending traditional business practices.
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Good learning material for those on traditional corporations
- De William en 10-19-20
De: Michael Solomon, y otros
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The Mindful Millionaire
- Overcome Scarcity, Experience True Prosperity, and Create the Life You Really Want
- De: Leisa Peterson, Grant Sabatier - foreword
- Narrado por: Leisa Peterson, Grant Sabatier - foreword
- Duración: 10 h y 23 m
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In the world of personal finance, the biggest challenge is the sense that there’s never going to be enough. It is this mindset of scarcity, and not the amount spent on lattes, that holds people back the most from achieving their financial dreams. Using techniques she’s developed as a financial planner and spiritual coach, Leisa Peterson guides you to dig deeper and discover the root of your financial thinking to change not just the way you save and spend, but the way you live your life.
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amazing book!
- De Griffin en 07-27-20
De: Leisa Peterson, y otros
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Surviving a Startup
- Practical Strategies for Starting a Business, Overcoming Obstacles, and Coming Out on Top
- De: Steven S. Hoffman
- Narrado por: Stu Gray
- Duración: 9 h y 14 m
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General
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Historia
The fact is, over 90 percent of all new start-ups fail. Every entrepreneur must face this harsh reality and learn to master it if they hope to survive and wind up on top. In Surviving a Startup, Hoffman brings listeners on a wild ride, sharing with them the tumultuous journey of launching a venture-funded start-up and revealing what it takes to make it.
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Looking forward to Captain Hoff’s Latest Book!
- De Amazon Customer en 07-06-21
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Earning It
- Hard-Won Lessons from Trailblazing Women at the Top of the Business World
- De: Joann S. Lublin
- Narrado por: Kirsten Potter
- Duración: 8 h y 16 m
- Versión completa
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General
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Historia
Among the first female reporters at The Wall Street Journal, Joann S. Lublin faced a number of uphill battles in her career. She became deputy bureau chief of the Journal's important London bureau, its first run by women. Now, she and dozens of other women who successfully navigated the corporate battlefield share their valuable leadership lessons.
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Excellent coverage of a complex issue.
- De Andrea Derler en 02-09-17
De: Joann S. Lublin
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Better than Good
- Creating a Life You Can't Wait to Live
- De: Zig Ziglar
- Narrado por: Zig Ziglar
- Duración: 7 h y 46 m
- Versión completa
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General
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He has spent his life helping other people to realize their dreams and experience maximum success. Now comes Zig Ziglar's high-impact work that calls you to the passion, purpose, and practical tools that can ignite the peak performance you long for. In the real-life stories Zig shares, drawn from nearly 50 years as a world-class motivational author, speaker, and businessman, you'll discover how others have risen above fear and failure to embrace the quality of life they were meant to have.
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Zig Never Disappoints!
- De Pacoloco en 09-16-21
De: Zig Ziglar
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Mastering the Seven Decisions That Determine Personal Success
- An Owner's Manual to the New York Times Bestseller The Traveler's Gift
- De: Andy Andrews
- Narrado por: Andy Andrews
- Duración: 5 h y 31 m
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Mastering the Seven Decisions guides listeners to a profound understanding of how to fully integrate seven life-changing decisions into their daily lives. The responsible decision, the guided decision, the active decision, the certain decision, the joyful decision, the compassionate decision, and the persistent decision.
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May each day unfold to bring light onto the next
- De Life en 02-02-20
De: Andy Andrews
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Untapped Talent
- How Second Chance Hiring Works for Your Business and the Community
- De: Jeffrey D. Korzenik
- Narrado por: Tom Parks
- Duración: 7 h y 39 m
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General
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Researched, tested, and written by the chief investment strategist of one of the country’s leading business banks, Jeffrey Korzenik includes dozens of examples of businesses that have successfully implemented the second chance hiring practices outlined in this book. Korzenik shows those companies that have learned to go beyond the label and to evaluate the qualities of the individual applicant have tapped into an often-overlooked source of loyal and productive talent.
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revealing work about how to do the reentry better!
- De Roger M Low en 12-25-22
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WTF?
- What's the Future and Why It's Up to Us
- De: Tim O'Reilly
- Narrado por: Fred Sanders
- Duración: 16 h y 14 m
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General
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Narración:
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Historia
The digital revolution has transformed the world of media, upending centuries-old companies and business models. Now, it is restructuring every business, every job, and every sector of society. Yet the biggest changes are still ahead. To survive, every industry and organization will have to transform itself in multiple ways. O'Reilly explores what the next economy will mean for the world and every aspect of our lives - and what we can do to shape it.
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A glimpse into the present (not the future)
- De Brian Kennan en 01-01-18
De: Tim O'Reilly
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Disrupt-It-Yourself
- Eight Ways to Hack a Better Business - Before the Competition Does
- De: Simone Bhan Ahuja, James M. Loree - foreword
- Narrado por: Siiri Scott
- Duración: 7 h y 34 m
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Today, driving innovation from within an organization is the single most important factor for a company's success. In Disrupt-It-Yourself, Simone Ahuja delivers a clear and practical playbook for harnessing and cultivating this essential practice of "intrapreneurship". Based on hundreds of interviews as well as on her consulting work in Fortune 500 companies, Ahuja describes the competencies of successful intrapreneurs and how they must be supported - before they leave.
De: Simone Bhan Ahuja, y otros
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The Most Powerful You
- 7 Bravery-Boosting Paths to Career Bliss
- De: Kathy Caprino
- Narrado por: Kathy Caprino
- Duración: 6 h y 4 m
- Versión completa
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Kathy Caprino guides women to take the reins in their careers by identifying and overcoming the seven most damaging power gaps holding them back and accessing new levels of internal and external power to propel you forward to the success you want and deserve. The business world has been forever changed by the important progress and contributions that women have made. Yet, with only 38 percent of manager roles and 22 percent of C-suite positions being held by women, women continue to struggle to achieve the reward, respect, and authority they have earned.
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Inspirational!
- De Amazon Customer en 10-18-20
De: Kathy Caprino
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Manifesting
- The Practical, Simple Guide to Creating the Life You Want
- De: Kris Ferraro
- Narrado por: Kris Ferraro
- Duración: 8 h y 8 m
- Versión completa
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General
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Narración:
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Historia
Too often we walk through life in a state of lack, choosing to focus our attention on our deficiencies and allowing our minds, bodies, and spirits to swirl with discontent and negativity. But when our focus and attention is sunk in darkness, that becomes all we experience in our lives. Manifesting offers a transformative new approach. By focusing on what you wish to have or achieve, instead of despairing over what you are missing, you will find that you can manifest those very things in your life.
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Just what I needed
- De Megan G. en 11-03-22
De: Kris Ferraro
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Thursday Is the New Friday
- How to Work Fewer Hours, Make More Money, and Spend Time Doing What You Want
- De: Joe Sanok
- Narrado por: Stu Gray
- Duración: 7 h y 33 m
- Versión completa
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General
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Historia
In Thursday Is the New Friday, author Joe Sanok offers the exercises, tools, and training that have helped thousands of professionals - from authors and scholars to business leaders and innovators - create the schedule they want, resulting in less work, greater income, and more time for what they most desire.
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Extremely useful!
- De Amazon Customer en 07-09-23
De: Joe Sanok
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- Amazon Customer
- 07-02-19
Great Concept but very boring
This book is filled with great concepts and action items but my goodness was it a boring listen. Speaker never adjusted tonality and spine rather softly throughout entire read. Couldn’t wait for it to be done, a 6 hour listen felt like 12.
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