ADVANCE PRAISE
Read what today's thought leaders have said about Fierce Loyalty.
“Seventy percent of strategic failures are due to poor execution of leadership. It’s rarely for lack of smarts or vision.”
-RAM CHARAN
"There will always be more good ideas than there is capacity to execute on them."
-CHRIS MCCHESNEY
“70% of today’s top performers lack critical attributes essential for their success in future roles.”
-STEPHEN M. R. COVEY
"You may not be able to control everything, but you can influence certain things. Trust starts with you."
-FRANKLIN COVEY
PREVIEW CHAPTERS
Fierce Loyalty: Cracking the Code to Customer Devotion
Are you front-line leaders creating value for your customers?
A major study commissioned by Oracle Corporation revealed that 73 percent of customer loyalty is due to “friendly employees or customer service representatives.”
Everything else—products, reputation, convenience, and so forth—adds up to the remaining 27 percent.
ABOUT THE AUTHORS
Embrace the proven principles of The 7 Habits of Highly Effective People.
SANDY ROGERS
Sandy Rogers leads FranklinCovey’s Loyalty Practice. He was previously Senior Vice President at Enterprise Rent-A-Car. During his 14 years there, Sandy managed the turnaround of the London, England operation and led the teams that developed Enterprise’s marketing strategy and system for improving customer service across all branches. Before Enterprise, Sandy worked in marketing at Apple Computer and at P&G. He is graduate of Duke and Harvard Business School.
LEENA RINNE
Leena Rinne is FranklinCovey’s Vice President of Consulting. She has been with FranklinCovey for over 13 years and is deeply passionate about working with leaders to create organizational greatness.
SHAWN MOON
Shawn has over three decades of experience in leadership and management, sales and marketing, program development, and consulting services. He led the company’s Execution, Speed of Trust, Customer Loyalty, and Sales Performance Practices and is the author or co-author of several books, including The Ultimate Competitive Advantage and Talent Unleashed.
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