Learn the visionbound approach

 Winning truly LOYAL customers can make or break your business or non-profit, and loyalty is much different from mere satisfaction. This groundbreaking book is packed with practical tips and tools for winning loyalty in both your customers and among your own staff. Your loyal customers do four things: 1) They come back, 2) They buy more or use more of your services, 3) They refer their friends and 4) They offer suggestions and feedback. You will learn how to master the two things that customers want: 1) Solve my Problem, and 2) Leave me Feeling Great about the Experience. It is the second factor where you win the most loyalty because customers expect you to solve the problem and many competitors already are. How you leave them feeling is the winning ticket. 

You will learn practical ways to measure the loyalty of both your staff and your customers. A chapter on leadership as a "force multiplier" emphasizes the critical role leaders play in creating a culture that wins loyalty in staff and inspires teams to deliver superb service. One chapter addresses how to serve difficult customers who can arrive distracted, disappointed or even disruptive. Another chapter presents ways we all can be better customers ourselves, and partner with our providers to create lasting, win-win relationships. Specialty chapters include how to win loyal customers in education, healthcare, realty, call centres, hospitality and government service. Kevin served a career as an Army officer and now has over thirty years of experience working around the world helping organisations win loyal customers, instil inspiring leadership and build winning teams. He brings this wealth of practical knowledge onto every page of this book. 

How can we steer our teams, organisations, and families in the turbulent future ahead? We can start by taking the helm! Kevin's mantra that leadership is the greatest force multiplier is elucidated in this easy to digest book. 

Kevin Miller has a genius for simplicity on the far side of complexity. Kevin defines leadership as influence, his purpose is not "to further muddy the water" but instead "to present a simple visalisation and analogy, along with practical tips and tools that can help each of us unleash inspiring leadership at home of work or wherever the power of our infludence is needed". Kevin illustrates the concepts of leadership through his helm model in which he places trust at the centre axis of his helm around which five actions (Envision, Enroll, Enable, Engage and Explore) rotate. Kevin advocates allowing others to take the helm and by so doing allowing leaders to also create new leaders. His simple distillation of core principles of leadership guides readers to become inspirational leaders and provides the tools to apply these principles in any setting.