True customer loyalty is the dream of any company. A truly loyal customer will be more than just a satisfied customer of your products: they will become a passionate brand ambassador and fan. A satisfied client will sincerely and completely free of charge tell all his friends and acquaintances about his impressions. An ideal scenario, isn't it? How to achieve this level of loyalty from customers? Is this possible in principle? Experts at FranklinCovey, which has been collaborating with thousands of organizations around the world for more than 30 years and helping them master models of action that build true loyalty, tell us that this is possible. The book will teach you and your employees how to win the hearts of customers, surprising and delighting them. With this book, you will be able to create a simple but rigorous plan for change within the company, using a system for setting the right goals and objectives. You will learn how to develop empathy and responsibility in employees that are not tied to fines, bonuses and KPIs - to improve the atmosphere in the team and more effective work of each team member.