Fierce Loyalty

Cracking the Code to Customer Devotion

by Sandy Rogers, Leena Rinne, Shawn Moon, Bob Whitman

On Sale: 2076-01-20

Price: $24.99

Book Summary

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.

About the Book

Everyone has customers. And in today’s highly competitive world, we all want more customer loyalty. The struggle is how do we get it.

Loyalty is built one great experience at a time. The difference between a good and a great experience often comes down to how our customers feel based on their interactions with us.

Fierce Loyalty goes beyond the latest rewards program or cutting-edge technology. This book gets to the heart of the challenge many of us face: How do we consistently behave so people feel their experience with us was among the best they’ve ever had?

Filled with real-life examples and practical tools, Fierce Loyalty helps you embed the three core loyalty principles—empathy, responsibility, and generosity—into every interaction so you can crack the code to your customers’ devotion.


'Fierce Loyalty contains the principles and practices that are vital to creating an exceptional customer experience in every interaction. A great read for organizations that want happy customers, passionate about their brand.'

'Fierce Loyalty is an exceptional guide to unlocking the potential of every service-based organization. The practices shared will engage teams in a new way to challenge the limited thinking and actions so often present in customer encounters.'

'I have long believed that loyalty is at the center of all great organizations. The team at FranklinCovey deeply understands this maxim--and has been a valued partner in delivering practical support and tools to help spread this philosophy around the world.'

Product Details

  • ISBN: 9780814439395
  • ISBN 10: 081443939X
  • Imprint: AMACOM
  • On Sale: 2076-01-20
  • Pages: 240
  • List Price: $24.99
  • Publisher: AMACOM
  • Publication Date: -0001-11-30
  • Category 1 : BUSINESS & ECONOMICS / Customer Relations