delivery
Classroom & Virtual
duration
3 days
enrolled students
9,999
overview
Course Overview
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.
Learning Outcomes
By the end of the Customer Loyalty and Retention Strategies course, participants will be able to:
- Build a customer-centric culture within the organization
- Develop a customer loyalty strategy to increase profits
- Analyze customer behaviors to understand their needs and preferences
- Implement strategies to improve customer satisfaction and retention
- Use effective communication and relationship management techniques to build customer loyalty
Curriculum
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
who attends
Right For You
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:
- 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.
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
Key Program Features
Training
The Customer Loyalty and Retention Strategies training approach employs hands-on learning, which imparts the skills required for specific job roles.
Internship & Projects
The Customer Loyalty and Retention Strategies course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.
Career Development
TheCustomer Loyalty and Retention Strategies course assists participants in securing a job through the development of a professional profile and job prospecting.
teaching team
Meet Your Facilitator(s)
testimonials
What Participants Said
The P&F Experience
Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.
course schedule
The Schedule For This Course
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.”
Classroom
Weekdays
Dates:
21st Jul – 23rd Jul, 2025
Days:
Mon – Wed
Time:
8:30am – 4pm
Duration:
3 days
Weekends
Contact Us
Virtual
Weekdays
Dates:
21st Jul – 23rd Jul, 2025
Days:
Mon – Wed
Time:
8:30am – 4pm
Duration:
3 days
Weekends
Contact Us
fees
What It Will Cost
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
Standard
₦210,000
Virtual Only
Course Materials
Certificate
Manual, Cases & Templates
Mentorship
-
Refreshment
-
Perks
-
-
Additional Services
-
-
₦210,000
₦260,000
₦300,000
₦350,000
Standard Plus
₦260,000
Virtual Only
Course Materials
Certificate
Manual, Cases & Templates
Mentorship
3 Months
Refreshment
-
Perks
-
-
Additional Services
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
₦210,000
₦260,000
₦300,000
₦350,000
Professional
₦300,000
Classroom & Virtual
Course Materials
Print & PDF
Certificate
Manual, Cases & Templates
Mentorship
-
Refreshment
Teabreak & Lunch
Perks
Souvenir
Notepad & Pen
Additional Services
-
-
₦210,000
₦260,000
₦300,000
₦350,000
Professional Plus
₦350,000
Classroom & Virtual
Course Materials
Print & PDF
Certificate
Manual, Cases & Templates
Print & PDF
Mentorship
3 Months
Refreshment
Tea Break & Lunch
Perks
Souvenir
Notepad & Pen
Additional Services
CV & LinkedIn Profile Development
Exam Application (Only for Certification courses)
apply now
Ready to Join the Course?
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge.
How to Apply:
- Check the website to select a course of choice and fee.
- Pay the registration fee and tuition to P&F account domiciled at First Bank
- DETAILS Account Name: Piston & Fusion Ltd Account Number: 2015242578 Bank: First Bank of Nigeria
- Send your name, phone no, email, training location, amount paid & proof of payment to fees@pistonandfusion.org
- Complete the enrollment form ONLY AFTER PAYMENT
- CASH PAYMENTS ARE NOT ALLOWED, ALL PAYMENTS MUST BE MADE TO THE COMPANY’S ACCOUNT.
Reserve a slot
FAQs
Frequently Asked Questions
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.