Customer Loyalty and Retention Programmes
Keeping an existing customer usually costs far less than winning a new one. This course covers how to build loyalty and design programmes that keep customers coming back. Participants study retention drivers, loyalty schemes, and the recovery of at risk customers.
Course outline
What this programme covers, module by module.
- 01Identifying the real drivers of customer loyalty
- 02Measuring retention, churn, and lifetime value
- 03Designing loyalty programmes that change behaviour
- 04Segmenting customers to focus retention effort
- 05Winning back lapsing and at risk customers
- 06Measuring the financial value of retention
- 07Building emotional loyalty beyond points and rewards
What you will gain
- Identify the drivers of customer loyalty
- Measure retention and churn
- Design effective loyalty programmes
- Segment customers for retention effort
- Win back lapsing customers
- Measure the value of retention
Who should attend
- Customer marketing staff
- Loyalty and CRM managers
- Service and retention teams
- Commercial managers
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 28 Oct 2026 | Cape Town | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | Johannesburg | 3 Days | R13,000 | |
| 7 to 9 Dec 2026 | London | 3 Days | US$1,500 | |
| 11 to 13 Jan 2027 | Dubai | 3 Days | US$1,500 | |
| 1 to 3 Mar 2027 | Pretoria | 3 Days | R13,000 | |
| 3 to 5 May 2027 | Durban | 3 Days | R13,000 | |
| 19 to 21 Jul 2027 | Cape Town | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
More in Sales, Marketing & Customer Service
Consultative Selling and Solution Sales
Buyers respond less to product pitches and more to sellers who understand their problems. This course develops a consultative approach that uncovers needs and shapes tailored solutions. Delegates practise questioning, listening, and building value throughout the sales conversation.
Key Account Management and Growth
A small number of important customers often account for the bulk of revenue and future growth. This course shows how to manage and grow those key accounts through planning and strong relationships. Participants build account plans and strategies to defend and expand their most valuable business.
Digital Marketing Strategy and Execution
Reaching customers now means orchestrating a mix of search, social, content, and paid channels. This course builds a practical understanding of how to plan and run digital marketing that supports business goals. Delegates learn to set objectives, choose channels, and measure results.