Leading Customer Loyalty®

Engage your team to win the heart of every customer.

Are your customers loyal to your organization? More than 70% of what makes a customer experience great is the behaviour of frontline employees. Great behaviour 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.

Free Guide

Manage Your Energy to Do Your Job Well

Use this guide to identify areas where you’re putting yourself at risk of burnout.

Register for an Event

Leading Customer Loyalty® On-Demand Webcast

Crack the code to customer devotion with FranklinCovey’s loyalty-practice leader, Sandy Rogers.

Learn more about Leading Customer Loyalty®

Course Overview


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.

What You’ll Learn

In this course, participants will learn how to

  • Make genuine human connections.
  • Listen and communicate with empathy.
  • Discover the real Job to be Done for customers.
  • 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.

How to Experience FranklinCovey Content

This course is included in the FranklinCovey All Access Pass®. This pass provides your organization unlimited access to all our content, whenever and wherever you need it.


Dynamic education and development, available online from any location.

In Person

Expert education and development delivered face-to-face.

On Demand

Content available to your people anywhere, any time.

Customer Stories

Enterprise Rent-A-Car

Satisfying Customers to Outcompete the Competition

Enterprise Rent-A-Car was seeking to completely satisfy all customers and generate growth for the company and all employees. See how they focused on customer loyalty and went from the bottom of the rental-car food chain to the top in just a few short years.

Client Spotlight: Nonprofit

Empowering First-Level Leaders to Inspire and Influence Results

One of the largest nonprofits in the western United States had a sprawling mission and too many good ideas. With the help of FranklinCovey’s All Access Pass®, the organization was able to prioritize and inspire results, improve revenues, and increase customer satisfaction.

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