Agenda & Speakers

Fierce Loyalty: Cracking the Code to Customer Devotion: How to earn the Fierce Loyalty of your colleagues, customers, and important people in your life

Loyalty is built one great experience at a time and the difference between a good and a great experience often comes down to how customers feel about their interactions with us. That experience is certainly influenced by our products and services, policies and procedures, and the technology we deploy to make it easier for customers to work with us. But the actions of our people on the front line are paramount to delivering the emotional experience that is essential to earning fierce customer loyalty.”

Shawn’s presentation gets to the heart of the challenge every organization faces—inspiring people on the frontline and at every level to behave in ways that result in customers feeling their experience is one of the best they’ve ever had. He will explain the three core loyalty principles – empathy, responsibility, and generosity – which are essential to earning the fierce loyalty and devotion of our employees, customers, and important people in our lives. He will also share a proven process – the Loyalty Huddles – to help inspire loyalty building behaviors in every interaction with others.

At a time when building fierce loyalty is more crucial than ever, even small improvements mean a big boost in both the bottom line and an organization’s overall health and success. Shawn offers straightforward, actionable guidance and real-world examples to guide organizations in building the powerful customer devotion required to thrive in our increasingly competitive landscape. 


Shawn Moon, Executive Vice President Strategic Markets, FranklinCovey

Shawn Moon, a nearly 30-year associate with FranklinCovey, has decades of experience in leadership and management, sales and marketing, program development, and consulting services. As an executive vice president, Shawn was responsible for the company’s Speed of Trust®, Execution, Customer Loyalty, and Sales Performance Practices and is the author or coauthor of several books, including The Ultimate Competitive Advantage and Talent Unleashed.

Agenda Overview

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