The Customer Loyalty and Retention Strategies Course is designed to provide the necessary skills and knowledge to help customer service representatives and support teams build solid customer relationships that keep customers coming back. The training would have a mix of hands-on exercises, interactive sessions, case studies, and real-world examples. At the end of the training, participants will be able to implement all that has been learned in their respective businesses to improve customer relationships and loyalty.
By the end of the Customer Loyalty and Retention Strategies course, participants will be able to:
Introduction to Customer Loyalty and Retention
Understanding Customer Behavior
Loyalty Program Design and Implementation
Enhancing Customer Satisfaction and Engagement
Personalizing Customer Experiences
Data-Driven Loyalty Management
Overcoming Challenges in Customer Retention
Building a Customer-Centric Culture
Effective Communication and Relationship-Building
Evaluating and Improving Loyalty Initiatives
Introduction to Customer Loyalty and Retention
Importance of customer loyalty in business
Benefits of customer retention
Customer loyalty vs. customer satisfaction
Understanding Customer Behavior
Factors influencing customer loyalty
Customer segmentation and targeting
Customer lifetime value analysis
Loyalty Program Design and Implementation
Types of loyalty programs
Designing a customer-centric loyalty program
Implementing loyalty programs effectively
Enhancing Customer Satisfaction and Engagement
Customer satisfaction measurement and feedback
Techniques to improve customer service and support
Engaging customers through multiple channels
Personalizing Customer Experiences
Creating personalized experiences for customers
Utilizing customer data for personalization
Implementing customer relationship management (CRM) systems
Data-Driven Loyalty Management
Collecting and analyzing customer data
Key performance indicators (KPIs) for loyalty and retention
Using analytics to improve loyalty initiatives
Overcoming Challenges in Customer Retention
Identifying barriers to customer retention
Strategies to overcome customer churn
Handling customer complaints and objections
Building a Customer-Centric Culture
Developing a customer-focused mindset
Aligning organizational goals with customer needs
Training and empowering employees for customer success
Effective Communication and Relationship-Building
Building rapport and trust with customers
Active listening and effective communication techniques
Managing customer relationships through various touchpoints
Evaluating and Improving Loyalty Initiatives
Measuring the effectiveness of loyalty programs
Gathering and analyzing customer feedback
Continuous improvement and iteration of loyalty strategies
Participants enrolling for this programme will be required to have a minimum of 3 years’ professional experience. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date
Requirements:
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.”
21st Jul – 23rd Jul, 2025
Mon – Wed
8:30am – 4pm
3 days
Contact Us
21st Jul – 23rd Jul, 2025
Mon – Wed
8:30am – 4pm
3 days
Contact Us
Customer loyalty refers to the likelihood of customers to consistently choose a particular brand or business over its competitors. Customer retention, on the other hand, refers to the ability of a brand to retain its existing customers over a long period of time.
Building customer loyalty and trust is vital to the success of any business. It is very important to retain your existing customers in today’s highly competitive business space. For one, it is very expensive to find new customers. To build customer loyalty and retention, businesses should focus on providing exceptional customer experiences and build strong relationships with customers.
The key to customer retention is a combination of many things but most importantly your relationship with your customer. You cannot leave your customer with a feeling that you took no interest in them or their specific needs. It is being customer-centric and obsessing on how to improve the lives of your customers through your offering.
The keys to customer retention include delivering exceptional experiences, providing consistent value, building strong relationships, offering personalized solutions, actively listening to customer feedback, addressing concerns promptly, and continually adapting to meet evolving customer needs.
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class
₦210,000
₦260,000
₦300,000
₦350,000
Virtual Only
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-
-
-
-
-
₦210,000
₦260,000
₦300,000
₦350,000
Virtual Only
3 Months
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-
-
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
₦210,000
₦260,000
₦300,000
₦350,000
Classroom & Virtual
Print & PDF
-
Teabreak & Lunch
Souvenir
Notepad & Pen
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-
₦210,000
₦260,000
₦300,000
₦350,000
Classroom & Virtual
Print & PDF
Print & PDF
3 Months
Tea Break & Lunch
Souvenir
Notepad & Pen
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge.
We help you decide if this course is a good match for your career. We can also help you plan and develop a career path.
