Learn simple, proven techniques to create customer experiences people love and turn everyday interactions into lasting loyalty.
Research from the University of Texas shows a hard truth: satisfaction doesn't guarantee loyalty--love does. Iconic brands like Disney, USAA, Nordstrom, and Wegmans have long known that the secret to repeat business and referrals is crafting experiences customers truly love. Join Larry Johnson in this practical, high-energy topic that shows you exactly how to earn genuine customer loyalty--step by step--so your team can create wow moments, handle tough situations with grace, and turn everyday interactions into lasting relationships.
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Why Lorman?
Over 39 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Word-Of-Mouth Mastery: The 5/11 Squared Formula and How to Activate It
First-Contact Excellence: Crafting Positive Perceptions From the Very First Touchpoint
Speed Matters: The Power of Timely, Proactive Responses
Expectation Management: How to Set Clear Expectations so You Don'T Disappoint
Bonding Behaviors: Five Simple Moves That Put Customers on Your Side
The Lagniappe Principle: Adding a Little Something Extra That Keeps Customers Loyal
Smart Problem-Solving: Five Critical Questions That Empower Staff to Resolve Complaints
Turnarounds: Turning Complaints Into Opportunities to Shine
The Dirty Dozen: Twelve No-No's Guaranteed to Drive Customers Away
De-Escalation Skills: Handling Anger in a Win-Win Way
Composure Under Fire: Staying Cool When Customers Are Rude or Unfair
The Human Dividend: Why Delivering Great Service Is Good for Your Heart and Soul
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Why Lorman?
Over 39 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on January 14, 2026.
Call 1-866-352-9540 for further credit information.
MP3 Download
No credit available.
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Why Lorman?
Over 39 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Larry Johnson
Johnson Training Group LLC
- Johnson Training Group LLC
- In-demand speaker and organization culture expert
- Has presented more than 300 webinars for various clients and has delivered more than 2,000 presentations for association conferences, corporations, and government organi-zations, including SHRM (Society of Human Resource Management), Harley Davidson, and Training Magazine 2020 Conference & Expo
- Co-author of two top-selling books, Absolute Honesty: Building a Corporate Culture That Values Straight Talk and Rewards Integrity and Generations Inc. — From Boomers to Linksters — Managing the Friction Between Generations at Work
- Wrote for Huffington Post, has been quoted in the Wall Street Journal and the Harvard Business Review, and has been interviewed on CNN
- Has written more than 200 published articles on the topic of improving organizational culture
- Certified Speaking Professional (CSP) from the National Speakers Association
- M.A. Degree in counseling psychology, Northern Arizona University; B.A. Degree, Arizona State University
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Why Lorman?
Over 39 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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