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Today, Matt welcomes Executive VP of Global Sales and Delivery at FranklinCovey, Shawn Moon to the show!
In this episode, Matt steps outside of the finance industry to get Shawn’s fresh, new take on how to cultivate fierce loyalty in your customers. As it turns out, it all starts with your employees — 70% of your customers are influenced by your frontline employees! Today, you will learn how to help your employees strengthen their sense of empathy, responsibility, and generosity.
In this episode, you will learn:
- Why the finance industry is practically tailor-made for the leading loyalty framework
- Why it’s imperative to influence frontline employees
- About the 11 huddles to have with your team
- Ideas for using a powerful emotion — surprise — to inspire customer loyalty
- The satisfaction metric pitfalls to avoid
- And more!
Tune in and learn how to influence your frontline employees and build customer loyalty!
Resources: Leading Loyalty | FranklinCovey
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