Keeping existing customers is far more profitable than winning new ones, and building loyalty turns customers into long-term advocates. This program equips participants with practical customer retention and loyalty skills, covering how to retain customers, build loyalty, and grow customer lifetime value.
As retention drives profitability, these skills are highly valued. This course combines retention strategy with loyalty management and introduces emerging trends in customer loyalty.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand retention and loyalty concepts
- Understand the value of retention
- Understand why customers leave
- Measure retention and churn
- Understand customer lifetime value
- Identify at-risk customers
- Build customer relationships
- Deliver consistent value
- Apply proactive customer care
- Recover and win back customers
- Design loyalty programs
- Build emotional loyalty
- Personalise the customer relationship
- Gather and act on feedback
- Grow customer value over time
- Apply emerging trends in customer loyalty
Course Outline
- Module 1: Retention & Loyalty Concepts
- Module 2: The Value of Retention
- Module 3: Why Customers Leave
- Module 4: Measuring Retention & Churn
- Module 5: Customer Lifetime Value
- Module 6: Identifying At-Risk Customers
- Module 7: Building Customer Relationships
- Module 8: Delivering Consistent Value
- Module 9: Proactive Customer Care
- Module 10: Recovering & Winning Back Customers
- Module 11: Designing Loyalty Programs
- Module 12: Building Emotional Loyalty
- Module 13: Personalising the Relationship
- Module 14: Gathering & Acting on Feedback
- Module 15: Emerging Trends: Customer Loyalty
Who Should Attend
This course is intended for customer service, marketing, and account professionals, and managers who want to retain customers and build loyalty. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
