In today’s hyper-connected world, where customers can switch to another provider with a mouse click or rethink a purchase based on a negative review, earning customers’ true loyalty has proven to be elusive for most organizations. In his new book Sandy Rogers gets to the heart of the challenge every organization faces — inspiring people at every level to behave in ways that result in customers feeling their experience is one of the best they’ve ever had. He provides readers with the foundation for building the kind of fierce loyalty that is fueled in the heart, through positive and emotional interactions with other people. Rogers, a Harvard Business School graduate, was previously Senior VP at Enterprise Rent-A-Car where he 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.
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