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Sandy Rogers is the lead author of the Wall Street Journal bestselling book Leading Loyalty: Cracking the Code to Customer Devotion. He is also the founder and leader of FranklinCovey’s Loyalty Practice, which helps organizations accelerate growth through improving customer and employee loyalty. FranklinCovey provides frontline teams with an accurate measure of their customer service each month, along with a process to deliver great service more consistently.
Sandy was previously a senior vice president at Enterprise Rent-A-Car. During his 14 years there, he and his team figured out how to accurately measure customer service at thousands of branches each month, and then improve it, helping to triple company revenue over 10 years. Their success inspired Fred Reichheld at Bain to create NPS – Net Promoter Score – now the global standard for measuring loyalty. In his time at Enterprise, Sandy led the marketing team to develop Enterprise’s new logo, branch signage, and the “Pick Enterprise, We’ll Pick You Up!” television campaign. He managed the turnaround of Enterprise’s London England operation and later overall corporate strategy.
Through entertaining stories and keen insights from a career at P&G, Apple, Enterprise, and FranklinCovey, Sandy shares his learning over 30 years to unlock the secret to earning the fierce loyalty of your customers, co-workers, and all the important people in your life.
Best Selling Author – Loyalty Practice Leader
Sandy Rogers is the lead author of the Wall Street Journal bestselling book Leading Loyalty: Cracking the Code to Customer Devotion. He is also the founder and leader of FranklinCovey’s Loyalty Practice, which helps organizations accelerate growth through improving customer and employee loyalty.
Sandy Rogers On Leadership
Sandy Rogers on Leading Loyalty
Leading Loyalty Overview
Sandy’s Speaking Engagements
WOBI – World Of Business Ideas
Confecamaras Congreso Colombia
2017 AOPA O&P World Congress
Roth Investor Conference
“Loyalty is earned one great experience at a time. Each interaction should be a deposit in building a lifelong relationship.”SANDY ROGERS
Books by Sandy Rogers
Leading Loyalty: Cracking the Code to Customer Devotion
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.
The industry experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier.
Figuring Out How to Measure Customer Experience
We realized that one of the best ways to grow this business faster … was to provide a consistently great customer experience.” That’s Sandy Rogers, the global practice leader for loyalty at Franklin Covey, the management training firm…
How to Earn Loyalty as a Leader
The paradigm we choose greatly influences how we see and react to the world around us. The Loyalty Leader Mindset can be expressed as: I earn the loyalty of others by having empathy for them, taking responsibility for their needs, and being generous.
The 3 Principles Of A Loyalty Leader Mindset
Every first-level leader has to approach their role differently than they did as a team member. You may want to hold a metaphorical funeral as you transition from individual contributor to team leader. You can’t simply rely on the skills that led to your success. Your new role will require a new mindset if you want continued success.