Customer Expo 2018 featured a general session hosted by Shawn Moon, Executive Vice President of Strategic Markets for Franklin Covey. Moon’s presentation touched on many of the topics covered in the book he co-authored, Fierce Loyalty: Cracking the Code to Customer Devotion. His talk offered many insights relevant to anyone working in the loyalty field.
Moon began by recalling a personal anecdote in which he visited a company’s board room. While there, he studied a framed copy of the business’s mission, vision....