Loyalty Programs & Customer Retention Training Course
Course Overview
| Course Title | Loyalty Programs & Customer Retention Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Duration | TBA days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This strategic course provides a complete end-to-end understanding of modern customer loyalty and retention. Participants will learn the psychology behind loyalty, master the economics of retention, and gain the practical skills to design, implement, measure, and optimize programs that dramatically increase customer lifetime value.
Course Duration
5 Days
Target Audience
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Marketing managers and directors
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Customer success leaders
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Brand managers
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Small business owners and entrepreneurs
Personal Impact
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Comprehensive understanding of loyalty program mechanics and psychology
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Ability to calculate key financial metrics like CLV and Churn
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Skills to design a financially viable and engaging loyalty strategy
Organizational Impact
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Direct, measurable reduction in customer churn
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Increased revenue from repeat purchases and referrals
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Creation of a sustainable competitive advantage
Course Objectives
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Calculate and articulate the business impact of Customer Lifetime Value and churn.
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Evaluate and select the right loyalty program model (points, tiered, paid, community).
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Design a structured loyalty program framework, including rewards and tiers.
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Develop and execute targeted win-back campaigns for lapsed customers.
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Measure the ROI of loyalty initiatives and optimize for performance
Course Modules
Course Outline
Module 1: The Economics of Retention
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Mastering the math: Calculating CLV, Churn Rate, and Retention Rate
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The financial impact of a 5% increase in customer retention
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Building a business case for investing in loyalty
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Workshop: Calculate key metrics for your own business or a case study
Module 2: The Psychology of Loyalty
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Behavioral psychology principles: reciprocity, status, convenience, community
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Designing for emotional loyalty vs. transactional loyalty
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Case Study: Psychological tactics used by leading loyalty programs
Module 3: Loyalty Program Architecture
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Comparing models: Points, Tiered, Paid (VIP), Partnership, Community
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Structuring rewarding and sustainable rewards, perks, and benefits
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Designing a compelling program narrative and member journey
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Workshop: Blueprint a loyalty program for a specific brand
Module 4: Win-Back & Reactivation Strategies
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Analyzing why customers leave (churn analysis)
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Developing targeted win-back campaigns (email, direct mail, offers)
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Role Play: Crafting a win-back call script for high-value defectors
Module 5: Measurement, Optimization & Technology
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Identifying KPIs for your loyalty program (redemption rates, active members)
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A/B testing offers, communications, and program features
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Overview of loyalty technology platforms and CRM integration
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Final Project: Present a full loyalty program proposal, including ROI projections
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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