London, 24-26 Jul 2019


3 day Masterclass

Loyalty & Customer Experience Management

ADVANCED COURSE BUILD GREAT CUSTOMER LOYALTY GAIN COMPETITIVE ADVANTAGE

What makes people loyal?

Create a Loyalty Programme and Customer Experience Strategy that will deliver the RIGHT MESSAGE/OFFER to the RIGHT CUSTOMER via the RIGHT MEDIA in a TIMELY and EFFICIENT manner to build strong and mutually beneficial relationships and enable businesses to drive incremental growth and profit.

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fully engage

Global Case Studies and insight on Loyalty Programmes for all markets from the Customer Strategy Network.

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learn in depth

3 months FREE loyalty online loyalty marketing consultancy from Mike Atkin

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expand your knowledge

Thought leadership presentation on why businesses must create and manage a frictionless customer management strategy.

HOW TO BUILD RATIONAL AND EMOTIONAL LOYALTY

 

The global trend in Customer Loyalty Programmes is towards more customer focussed multi-partner programmes with data management being the key to creating effective and profitable schemes. Mobile technology and Social Networks are influencing programme tactics and, therefore the need for practitioners to understand the complexities of creating and managing loyalty programmes is greater than ever! The new ‘buzzwords’ in the industry are Customer Experience and the course will also focus on this important subject. 

 

book today saving £635

In just 3 days you will:

  • Master the complexities of creating and managing loyalty programmes.
  • Understand and analyze different loyalty programme business models
  • Using examples and data from real-world loyalty programmes, you will learn all about strategy, design, measurement, and analysis.
  • Understand Consumer demands and expectations of Customer Service and how to design a Customer Experience Strategy.
  • Learn to apply the skills and principles directly to your own company to increase customer retention and build a more competitive and profitable programme
  • The course is designed to cover all aspects of loyalty and CEX from why consumers are loyal to the objectives they can deliver and how to avoid mistakes made by global operators
  • Training will provide processes, tools, ideas and recommendations needed to become a great Loyalty/CEX Manager

Meet your instructor

Mike Atkin is a highly respected, industry-recognized expert with over 20 years’ experience in the fields of loyalty and CRM solutions. He has been involved in the successful design, development, and implementation of loyalty programmes such as Premier Points, Boots Advantage, Marriott Rewards and specific initiatives with Tesco, ExxonMobil, and Microsoft, which has involved working across the globe. Mike is also Founding Member of The Customer Strategy Network and Managing Director of MJA Associates.

Organisations that will benefit:

  • SUPERMARKETS
  • FUEL RETAILERS
  • FINANCIAL SERVICE PROVIDERS
  • FASHION RETAILERS
  • DEPARTMENT STORES
  • TELECOM PROVIDERS
  • INSURANCE COMPANIES
  • AIRLINES
  • UTILITIES
  • DIY OUTLETS
  • SPECIALITY RETAILERS
  • PHARMACIES

Who will attend:

  • ‘C’ LEVEL EXECUTIVES – CEO, CMO, CTO, COO, CIO, CFO etc.
  • BUSINESS DEVELOPMENT AND SALES PERSONNEL
  • LOYALTY DIRECTORS, MANAGERS, and ADMINISTRATORS
  • MARKETING DIRECTORS AND MANAGERS
  • CRM MANAGERS – STRATEGIC PLANNING PERSONNEL
  • CUSTOMER CARE AGENTS, CUSTOMER EXPERIENCE PERSONNEL
  • LOYALTY TECHNOLOGY SOLUTION PROVIDERS
  • LOYALTY REWARD SUPPLIERS
  • SALES PROMOTION AGENCIES

Course Agenda

  • The History of Loyalty Marketing
  • The Psychology of Loyalty
  • What is Loyalty Marketing
  • Why Programmes Fail
  • Best Practices – Strategic Planning Methodology
  • Best Practices – Create an effective Customer Value Proposition
  • Best Practices – Customer Management Strategy
  • Best Practices – Effective Rewards
  • Best Practices – Data Management
  • What Business Model would you choose and why?
  • Creating and Delivering a comprehensive Customer Experience strategy
  • Group Discussion –Brainstorming the key components and KPI’s of CEX
  • Case Studies from Coca-Cola, Vodafone, British Airways and Thomas Cook.
  • Accounting for Loyalty
  • Data Management
  • The Future of Loyalty
  • Technology Solutions for Efficient Programmes
  • Feasibility Study processes and deliverables
  • Best Practices for Managing Effective Loyalty Programmes
  • Thoughts for the Future
  • Global Trends 201-2021

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 3 May 2019Before 14 Jun 2019Before 5 Jul 2019After 5 Jul 2019
£2,860
Save £635
£3,180
Save £320
£3,340
Save £160
£3,500
  • “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 emma-jane.dinan@terrapinn.com (Asia Pacific)
for more details

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