Singapore, 18-20 Nov 2019

3 day Masterclass

Gamification for Loyalty


Understand how to use gamification to build customer loyalty.

Armed with a pre-training exercise in reviewing current customer loyalty, participants will benefit from hands-on, practical training in selecting appropriate metrics, setting effective key performance indicators (KPIs) and using various tools and techniques available to understand your customers to drive maximum loyalty.

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address key challenges

Unveil the most disruptive CRM techniques to drive customer loyalty and benefit the bottom line

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learn in depth

Discover the ultimate step-by-step framework for designing your organisation’s gamification-based loyalty programme

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fully engage

Deep-dive into the intricacies of IT, Big Data and Analytics which underpin gamification-based loyalty

Understand the intricacies of customer loyalty. 

This 3-day intensive programme will offer participants a deep dive into understanding the intricacies of customer loyalty management.
Jam-packed with real-life case studies and actionable insights, this course will enable participants to design and execute loyalty programmes upon leaving the session.


book today saving USD $170

In just 3 days you will:

  • Deep understanding of the fundamentals of Customer Loyalty and the levers which impact it
  • Gamification strategies to impact customer behaviour through the customer lifecycle
  • Hands on experience on understanding of data requirements which will facilitate customer segmentation to cater to customer needs
  • Learn from global best practice on effective loyalty programmes and CRM from across sectors and across channels

Meet your instructor

Christina Ioannidis teaching Gamification for Loyalty for Terrapinn Training

Christina Ioannidis is an internationally recognized, speaker, trainer and entrepreneur. She is the Chief Engagement Officer of Aquitude, an engagement consultancy, which works with corporations to engage with their main stakeholders – their employees and their customers. Aquitude clients include blue-chip organisations such as Barclays Bank, Lloyds TSB, Accenture, PA Consulting, Mercer, Cisco, and other FTSE/Fortune 100 organisations.

From Retail Management through to Digital (and Social) Marketing and Business Transformation training, Christina's breadth of business expertise has equipped her to deliver cutting-edge programmes world-wide.

Organisations that will benefit:

  • All forward looking companies

Who will attend:

  • C-Level Executives: CEO, CFO, COO, CMO
  • Business Development and Sales
  • Customer Experience Managers
  • Loyalty Managers
  • Customer Relations
  • Marketing Managers
  • Merchandising Analysts & Associates
  • Public Relations
  • Investor Relations
  • Strategic Planning

Course Agenda

  • Big Introduction
  • Speed Networking
  • What is loyalty – the fundamentals
  • The power of psychology
  • The Loyalty Ecosystem
  • Case Study – Gaming Companies
  • business models which are transforming the customer and retail interactions
  • The new (r)etail frontier - Social (facebook, twitter) Commerce
  • The perception of Value
  • Customer experience, Engagement and CRM
  • The Do’s and Don’ts of successful loyalty programmes
  • Engagement - how engagement drives loyalty
  • The Metrics for Success - what gets measured gets done
  • Linking Customer Loyalty to Corporate and Marketing strategy
  • Joining the dots- engagement metrics, marketing, corporate strategy
  • loyalty data fundamentals
  • The importance of Marketing Technologists
  • Data, data, data – what big data sources are needed to drive loyalty
  • The Data Ecosystem
  • Analytical requirements - how Key Performance Indicators are measured
  • Pitfalls to avoid in big-data management
  • Case Study – Loyalty mechanics in a retail world
  • The Set – Create - Execute – Optimise (SCEO) loyalty programme building process
  • The power of Gamification
  • Changing behaviour = unpredictability
  • Short-term analysis: Loyalty campaign effectiveness
  • Long-term analysis and Insight
  • Group Exercise
  • Seamless Customer Loyalty – Learning from the best//
  • Best Practice Case Studies – AirBnB
  • The main challenges and pitfalls
  • Defining the right message for the right customer segment
  • Loyalty in a digital world
  • Contact Strategy definition and implementation
  • Moving beyond numbers - understanding customer engagement
  • Defining the customer journey
  • To control or not control?
  • Understanding customer mindsets by touch-point
  • The power of language
  • Voice of Customer
  • The importance of Culture
  • Harnessing customer touchpoints to maximize customer retention
  • What the best companies do and don’t do
  • Practical Case Study
  • Personal Action Plan

For further information please call: +44 (0)207 092 1045

The earlier you book, the more you save…

Additionally, VAT may be applicable depending on course location.
Before 1 Nov 2019After 1 Nov 2019
USD $3,570
Save USD $170
USD $3,740
  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or (Asia Pacific)
for more details


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