The redwood tree is analogous to the type of organization many public sector leaders want to create – mature, results-driven, enduring. Unfortunately, many leaders don’t know how to make their vision a reality. buff.ly/2UOH2Pk

How do we get our frontline people—often the lowest paid, least engaged, and least trained—to deliver great service to customers more consistently? #EmployeeEngagement #Culture buff.ly/3dHSMvE

As leaders, do we see the greatness that is right in front of us? Do we take time to first see, then develop that greatness in others? #Leadership #Culture #ProfessionalDevelopment #TalentDevelopment resources.franklincovey.com/…

When assessing the loyalty of your customers, you need to evaluate two different categories: (1) Loyalty of convenience and (2) true loyalty. #CustomerLoyalty buff.ly/2UwDvGu

At FranklinCovey, we help front line leaders inspire, train, and coach their employees to delight more customers. See what you will learn when you attend a Leading Customer Loyalty webcast. buff.ly/2UTPNaP

The overwhelming majority of customer service training focuses on skills. #Leadership #EmployeeEngagement #CustomerLoyalty buff.ly/2X1ErEy

When we identified genuine human connection as an essential component to earning loyalty, we immediately wondered why the natural connection we all appreciate doesn't happen more often. #leadingloyalty

With customers, your insights matter. Educating customers and postponing a potential sale to a later date earns trust and is perceived as generous. buff.ly/2QYSnLy

To connect with customers, you can’t fake it ‘til you make it. #CustomerExperience #CustomerLoyalty buff.ly/2UBsSCh

Here is something that has puzzled me for 25 years. Organizations keep telling themselves, “We need a long survey so we can learn what to improve.” No, you don’t! #CustomerExperience #CustomerLoyalty buff.ly/2R4vxlJ

Are you and the people on your team driven more by job descriptions, policies, and systems—or by the urge to enrich lives? #Leadership #EmployeeEngagement #Culture buff.ly/2WZQcLB

Empathy tends to be reciprocal. When we are treated with empathy, we often respond with empathy. And showing genuine empathy to others makes us feel good, too. #leadingloyalty #CustomerLoyalty

I had the opportunity to sit down with Patrick Leddin to discuss customer loyalty on his podcast, The Leadership Lab. #CustomerLoyalty #CustomerExperience buff.ly/2WX5aC5

Only 10 percent of workers trust their bosses to do the right thing, and only 14 percent believe their company’s leaders are ethical and honest. Less than a fifth of the general public trusts business leaders to be ethical and honest. buff.ly/2QoNop8

With customers, your insights matter. Here’s how to share them the right way. #CustomerLoyalty #CustomerExperience buff.ly/2QYSnLy

Your challenge as a leader is to model, teach, and reinforce the practices and principles that will earn loyalty. #CustomerLoyalty #EmployeeEngagement buff.ly/340qacJ

The paradigm that earning loyalty requires others to change is self-defeating. But once you shift to a mindset that loyalty requires you to change first–well, it's liberating. It's in your control. #leadingloyalty #business

The first imperative of a leader—at work or at home—is to inspire trust. It’s to bring out the best in people by entrusting them with meaningful stewardships. buff.ly/2X73FS1