Introduction
While attracting new customers is essential, retaining them and building loyalty is the foundation for long-term, sustainable business growth. This course focuses on equipping participants with the tools and strategies to keep customers engaged and coming back. This course explores techniques for fostering strong, lasting relationships, turning satisfied buyers into devoted brand advocates, and enhancing overall customer experience. By mastering these approaches, businesses can increase customer lifetime value (CLV), reduce churn rates, and promote a loyal customer base that not only drives repeat business but also benefit from customers who actively promote the brand, driving sustainable growth.
Course Outline
- Module 1
- Module 2
- Module 3
- Module 4
- Module 5
- Course Objectives
- Target Audience
Customer Retention and Loyalty
- What is customer retention and it’s important.
- Customer retention vs. Loyalty .
- Key benefits of retaining customers .
- Common challenges in customer retention.
- The cost of customer acquisition vs. Retention.
- Factors that influence customer loyalty.
Customer-Centric Retention Strategy
- Customer needs and preferences..
- Developing a customer-centric approach.
- Segmenting your customers for better retention.
- Creating value beyond the purchase .
- Using feedback to improve retention .
- Learning from brands that excel in retention.
Creating Loyalty Programs
- Customer loyalty programs and its types.
- Choosing the right program structure.
- Incentives that drive loyalty.
- Promoting your loyalty program effectively.
- Using data to personalize loyalty offers.
- Tracking participation, engagement, and ROI.
Reducing Customer Churn
- Why customers leave and how to predict it.
- Recognizing disengagement behaviors in customers.
- Proactive measures to keep customers engaged.
- The role of customer support in retention.
- Offering incentives to retain customers .
- Handling negative feedback.
Measuring Satisfaction and Loyalty
- Customer satisfaction metrics.
- Measuring customer lifetime value (CLV).
- Tracking retention and loyalty metrics.
- Using CRM toos to track customer interactions.
- Collecting and analyzing customer feedback .
- Turning loyal customers into advocates.
By the end of this course, participants will be able to:
- Explor the importance of customer retention and loyalty in driving business success.
- Explore strategies to increase customer retention and build long-term loyalty.
- Identify key touchpoints for maintaining strong relationships with customers.
- Learn how to create a loyalty program that rewards and retains customers.
- Discover techniques for reducing customer churn.
- Equip participants with tools to track and measure retention and loyalty metrics.
This course is ideal for:
- Marketing Professionals.
- Customer Relationship Managers.
- Business Owners.
- Sales Teams.
- Customer Service Professionals.
- Brand Managers.
- Digital Marketers.
Course Schedule & Fees
- Kuala Lumpur
- Singapore
- Amsterdam
- Online
- Course Fees
This course will take place in Kuala Lumpur on the following dates:
| 05/05/2025 | 19/05/2025 | 02/06/2025 | 16/06/2025 |
| 30/06/2025 | 14/07/2025 | 28/07/2025 | 11/08/2025 |
| 25/08/2025 | 08/09/2025 | 22/09/2025 | 06/10/2025 |
| 27/10/2025 | 10/11/2025 | 24/11/2025 | 08/12/2025 |
| 22/12/2025 | 05/01/2026 | 19/01/2026 | 02/02/2026 |
This course will take place in Singapore on the following dates:
| 26/05/2025 | 16/06/2025 | 07/07/2025 | 28/07/2025 |
| 18/08/2025 | 08/09/2025 | 29/09/2025 | 20/10/2025 |
| 10/11/2025 | 01/12/2025 | 22/12/2025 | 12/01/2026 |
| 02/02/2026 | 23/02/2026 |
This course will take place in Amsterdam on the following dates:
| 12/05/2025 | 02/06/2025 | 23/06/2025 | 14/07/2025 |
| 04/08/2025 | 25/08/2025 | 15/09/2025 | 06/10/2025 |
| 27/10/2025 | 17/11/2025 | 08/12/2025 | 29/12/2025 |
| 19/01/2026 | 19/01/2026 |
This course will take place Online the following dates:
| 13/05/2025 | 10/06/2025 | 08/07/2025 | 05/08/2025 |
| 02/09/2025 | 30/09/2025 | 28/10/2025 | 25/11/2025 |
| 23/12/2025 | 20/01/2026 | 17/02/2026 |
| Kuala Lumpur | Singapore | Amsterdam | Online |
| USD$ 3,580 | USD$ 5,600 | USD$ 5,600 | USD$ 1,920 |
