Our approach

Why Customer Loyalty Matters:

Loyalty leaders use superior service as a competitive advantage to keep customers coming back—and 70% of a great customer experience comes down to the behavior of frontline employees. So are your leaders coaching your frontline employees to provide a better experience than your competitors? And is that service consistent across the organization?


At FranklinCovey, we help front line leaders inspire, train, and coach their employees to delight more customers. We also provide accurate customer service metrics for holding frontline teams accountable. Within two to three years, our clients frequently delight 5-10% more customers—making a big impact on their bottom line and delivering a 5-10X return on their FranklinCovey investment.


Watch the Leading Customer Loyalty overview with Sandy Rogers, Global Customer Loyalty Practice Leader

–Watch the Video


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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