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CS-009 Customer Service and Client Relations
PROGRAMME BROCHURE

Customer Loyalty and Retention

An applied five-day programme focused specifically on Customer Loyalty and Retention.

Duration 5 days
Level Professional
Programme CS-009
KAIZEN EUROPEAN ACADEMY Executive & Professional Development www.kaizeneurope.academy
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Programme Overview

This five-day Kaizen European Academy programme is dedicated specifically to Customer Loyalty and Retention. It develops practical capability in Engagement & Retention through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.

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Learning Objectives

Explain the essential concepts, terminology and professional context of Customer Loyalty and Retention.
Apply the principal methods and tools used in Customer Loyalty and Retention.
Analyse realistic situations and make evidence-based decisions related to Customer Loyalty and Retention.
Evaluate performance, risk and control requirements in Customer Loyalty and Retention.
Develop a practical implementation or improvement plan for Customer Loyalty and Retention.

Who Should Attend

Professionals, specialists, supervisors and managers whose responsibilities involve customer loyalty and retention or who need to build practical capability in this area.

Programme Methodology

Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.

Learning Outcomes

Explain the essential concepts, terminology and professional context of Customer Loyalty and Retention. Apply the principal methods and tools used in Customer Loyalty and Retention. Analyse realistic situations and make evidence-based decisions related to Customer Loyalty and Retention. Evaluate performance, risk and control requirements in Customer Loyalty and Retention. Develop a practical implementation or improvement plan for Customer Loyalty and Retention.

Prerequisites

No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.

Kaizen European Academy ยท Executive & Professional DevelopmentCS-009
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Course Outline

Day01

Customer Loyalty and Retention: Foundations and Operating Context

  • Scope, terminology and professional context of Customer Loyalty and Retention
  • Current practices and emerging trends in Customer Loyalty and Retention
  • Roles, responsibilities and stakeholder expectations in Customer Loyalty and Retention
  • Diagnostic assessment of current Customer Loyalty and Retention practices
Day02

Core Methods and Tools for Engagement & Retention

  • Drivers of employee engagement
  • Employee listening strategies
  • Survey design and interpretation
  • Engagement segmentation
Day03

Applied Practice in Customer Loyalty and Retention

  • Manager impact on engagement
  • Recognition and motivation
  • Career and development drivers
  • Retention risk factors
Day04

Performance, Risk and Control in Customer Loyalty and Retention

  • Stay interviews
  • Employee value proposition
  • Culture and belonging
  • Action planning from survey results
Day05

Customer Loyalty and Retention: Integrated Workshop and Implementation

  • Engagement metrics
  • Turnover cost analysis
  • Critical-talent retention
  • Hybrid-work engagement
04

What You Will Receive

Programme learning materials
Practical resources and templates where applicable
Kaizen completion certificate
Participant support throughout the learning week
Kaizen European Academy

Executive & Professional Development across selected European destinations.

CONTACT & INFORMATION

Website: www.kaizeneurope.academy
Contact: www.kaizeneurope.academy/#contact

Kaizen European Academywww.kaizeneurope.academy