Day 3, Session 1

How to Show Current Customers Empathy with Sandy Rogers

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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.

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