Gamification for Customer Loyalty | Terrapinn Training

Gamification for Customer Loyalty

GAMIFICATION STRATEGIES DATA REQUIREMENTS GLOBAL BEST PRACTICES

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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Understand the intricacies of customer loyalty. 

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.

 

In just 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

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 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

IN-HOUSE

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 +65 6322 2333 (Asia Pacific)
for more details

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