About Course

Training on Customer Retention and loyalty

About the Program

Customer retention is akin to nurturing a lasting friendship in the business world. It’s about not just winning hearts but keeping them engaged and loyal over the long haul. Customer loyalty goes beyond mere satisfaction. It represents a customer’s willingness to consistently choose and advocate for a particular brand or company over others. Loyal customers are more likely to make repeat purchases, engage in positive word-of-mouth marketing, and remain with a company even when competitors may offer similar products or services

Objectives of the Program

1. Enhance customer satisfactions.
2. Effective Relationship Building
3. Segmentation and Personalization.
4. Increase customer loyalty.
5. Churn Prevention and Recovery.
6. Feedback Utilization.
7. Cultivate a Customer-Centric Culture.

Target Audience

• Existing customers.
• Frontline Customer-Facing Employees.
• Customer Service Representatives.
• Sales Teams.
• Marketing Teams.
• Managers and Supervisors.
• Customer Support Teams.
• Product Knowledge Specialists.

Training Period

• Classroom: 5 Days
• Online: 7 Days

Modules

Module1: Introduction to Customer Retention and Loyalty

• Course orientation and objectives.
• The importance of customer retention.
• Customer loyalty and its impact.
• Understanding customer lifetime value.
• Ethical considerations in retention and loyalty.

Module 2: Customer Relationship Building

• Building rapport with customers.
• Personalizing customer interactions.
• Effective communication in relationships.
• Gaining trust and loyalty.
• Role-play exercises in relationship building.

Module 3: Customer Segmentation and Analysis

• Segmentation strategies for retention.
• Analyzing customer data and behavior.
• Identifying high-value customer segments.
• Predictive analytics for retention.
• Practical exercises in customer segmentation.

Module 4: Retention Strategies and Programs

• Developing retention programs.
• Loyalty rewards and incentives.
• Subscription models and loyalty clubs.
• Customer feedback for improvement.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion