Customer Retention and Superior Engagement

Course ID
Professional Development Programmes
In-Person, Live Online, LMS: OCN
In Person
Live Online

Everyone aims to satisfy the customers; in fact, some competing organisations may have the same customer satisfaction ratings but satisfaction is “merely the entry point for achieving a deeper foundation that rests on lasting customer connection. The real deal lies in retention and eventual engagement built on trust and loyalty achieved through deliberated planning and sincere execution of a process of capturing both the thinking and emotion of customers.  

Therefore, what will set an organisation apart from its competition and ensure superior performance is satisfying customers to the point that they are actually engaged. An engaged customer is one of the most valuable asset of any organization. Engaged customers assure a business of sustained and profitable growth. They are the first who will continue to repurchase same products or services, and the most likely recommend same to other people. 

Face-to-FaceStarts February 5, 20243 days
Live VirtualStarts February 5, 20243 days
LMS: Asynchronous  


An engaged customer is one of the most valuable assets of any organization. Engaged customers assure a business of sustained and profitable growth.

This course is not just about generating sales, but bringing in loyal customers and retaining them to the point of engagement. This is the point where customers perceive themselves as interest group or co-owners of the enterprise. 

So today, leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialize with one another or contribute to product development. 

Designed as a mix of face to face classes and series of online interventions made up of problems identification, critical reflections, discussions, case analysis, games, role plays, individual and group exercises, this course exposes delegates to models and frameworks for designing leading edge approaches to building customer attachment to them, their companies, and products and services.

Delegates are taken through practical processes of achieving retention and engagement through satisfaction, loyalty, influence, and excitement about their brand propositions Organizations who engage customers to the point where they are moved to behavioural change do so by creating opportunities for emotional connections through ongoing consistently positive experiences. 

In conclusion, delegates will design a real life customer retention and engagement programme in groups. This short project would enable them to demonstrate their understanding of the series of processes involved in acquiring and retaining customers in a volatile environment.