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Corporate Programmes, Customer Management Courses
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Customer Loyalty and Retention Strategies

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  • Description
  • Curriculum

Customer Loyalty and Retention Strategies Course

Customer Loyalty and Retention Strategies Course

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.

Who Should Attend

  • Customer service representatives and support teams
  • Business owners, entrepreneurs, and managers responsible for customer loyalty and retention
  • Working professionals looking to change careers, jobs to the areas of customer service
  • Job seekers aspiring to start a career in customer service
  • Individuals across various industries including construction, oil and gas, government, development sector, ICT, health, and hospitality.

Programme Outline

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

Facilitators

Kristy Ejikeme

Ejikeme Kristy is an expert in Customer Relationship, Office and Human Resource Management with several years of experience. She has acquired notable skills in the same field over the years which includes effective communication, customer relations, time & schedule management as well as human relations. These have offered her notable achievements and exposure. Her qualifications include Masters in Public Administration, BSc. In Mass Communication/Media Studies, Certificates in; Customer Relationship Management, Human Resource Management, Data Analysis, and Tax Compliance. She currently serves as a Trainer and Admin/Human Resource Manager with Piston & Fusion.

Enrollment Criteria

Participants enrolling for this programme will be required to have 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.

Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below.

Application Process

  1. Start a chat with the online course adviser or complete the application form
  2. Application will be reviewed by programme committee
  3. Application acceptance will be communicated by programme committee
  4. Pay the programme fee after receiving acceptance from the committee
  5. Check your mail for programme schedule and payment confirmation

Enroll Now


    Participant’s Experience

    What is included in the Course Programme Pack

    • Practice Manual & Textbook
    • Participants workbook & Exercises
    • Templates for professional practice
    • Local & international case studies
    • Recognized Certification of Completion
    • Branded Personalized programme pack & stationaries
    • Breakfast & Lunch
    • 3 Star Accommodation (Optional – Available on Request)

    Kindly note all training materials for the Virtual Online classes will be in electronic formats (PDF & MS Word)

    Customer Loyalty and Retention Strategies Course Fees & Dates for  Upcoming Classroom Classes In 2024

    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.

    Programme Information

    Course Objective: The Programme focus is to help customer representatives build stronger customer relationships and drive customer loyalty
    Classroom
    Weekday Date: 17th Mar – 19th Mar 2025 | 3 Days: Mon – Wed | 8:30am – 4pm
    Weekend Date: Contact Us for Next Schedule
    Location: 122a Obadina Street, Omole Phase 1 Ikeja Lagos
    Virtual Class
    Weekday Date: 17th Mar – 19th Mar 2025| 3 Days: Mon – Wed| 8:30am – 3pm
    Weekend Date: Contact Us for Next Schedule
    Location: Microsoft Teams / Zoom
    Anthony Ani
    “Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”
    Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited
    "I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "
    Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada
    "The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."
    Uju Edinbus | Perform Group (Goal.com)
    "I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."
    Mojisola Mosuro PMP | ExxonMobil
    “As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”
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    Why Piston & Fusion Ranked Amongst the Best Business Institute In Nigeria?

    • We have trained 6000+ professionals
    • We have over 10 years industry experience
    • Our facilitators are experienced and certified
    • We offer post-training career advice and support

    People who enrolled for this course, also enrolled for the following courses

    Call Center Training Telemarketing
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    What is Customer Loyalty and Retention?

    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.

    How Do You Build Customer Loyalty and Retention?

    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.

    What are the Keys to Customer Retention?

    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.

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    Course details
    Duration 3 Days
    Level Intermediate
    Popular courses
    Piston & Fusion