Customers are one of the most important, and often the only, revenue producing assets for an organization. Managing these important assets, therefore, requires a systematic and disciplined approach toward achieving a sustainable competitive advantage. In general, retention and loyalty programs are often developed with good intentions but unclear objectives. While loyalty programs have many purposes, the greatest value that is created is the ability to identify individual customers and to measure and understand their individual behaviors.
This online course will focus on what it takes to implement a best-in-class solution for your organization that focuses on customer retention and loyalty initiatives – and building out variations of loyalty programs. This course will define what is needed to keep your current customers satisfied and returning to your offerings. Customer engagement loyalty programs are a process, not individual events where you simply check a box once it is completed. Too often retention and loyalty programs are treated as a project, rather than an organization’s guiding principle. This course will focus on those aspects, and focus on the importance for strategy development and a comprehensive understanding of what drives retention and loyalty, and how strong those drivers are for your organization.
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