Are your loyal to your organisation?

Leading Customer Loyalty

Each moment counts when creating a loyal customer

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 WINC HR, 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.
 

THE CHALLENGE

ENGAGE YOUR TEAM TO WIN THE HEART OF EVERY CUSTOMER

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. 

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.

Participants will learn to:

  • 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.

THE OUTCOME

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.
 

treat your employees exactly as you want them to treat your best customers

- Stephen Covey
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