Course Description
What You'll Learn
- Identify the skills that help businesses foster loyal behavior from customers
- Explain the importance of customer loyalty and retention and how returning customers ensure continuing revenue and repeat purchases
- Distinguish loyalty as a behavior, including buying versus earning loyalty and the different levels of loyalty
- Recognize the factors that influence loyalty and how to know your customers' values
- Apply general ways to build loyalty through rewards, service, experience, and communication
- Plan, implement, and measure a loyalty program, including program costs and customer metrics
Key Takeaways
- The ability to retain existing customers plays a vital role in the success of a business, alongside attracting new ones.
- Returning customers ensure continuing revenue, repeat purchases, and overall long-term success.
- Loyalty can be understood as a behavior, with a distinction between buying loyalty and earning it and recognizable levels of loyalty.
- Loyalty can be built through rewards, service, experience, and communication.
- Loyalty program results can be measured through program costs and customer metrics.
Frequently Asked Questions
What is this course about?
This online training course sheds light on the skills that help businesses foster loyal behavior from their customers, covering loyalty and retention, loyalty as a behavior, ways to build loyalty, and how to plan, implement, and measure a loyalty program.
Who is this course for?
It is for businesses that understand success lies in attracting new customers but also want to retain existing customers, since returning customers ensure continuing revenue, repeat purchases, and long-term success.
What skills will I gain from this course?
The course covers Customer Marketing, Customer Relationship Building, Customer Retention, Customer Success Management, Loyalty Programs, and Loyalty Marketing.
Does the course cover building and running a loyalty program?
Yes. It addresses key tasks for building loyalty and general ways to build it through rewards, service, experience, and communication, as well as loyalty program planning, implementation, competitive issues, and measuring results through program costs and customer metrics.
Does the course explain what customer loyalty actually is?
Yes. It explores loyalty and retention, the importance and benefits of customer loyalty, who the customer really is, loyalty as a behavior, understanding loyalty, buying versus earning loyalty, levels of loyalty, and the factors that influence loyalty.
