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Winning Customer Loyalty
Simplify customer journeys and design experiences that drive repeat purchase and long-term loyalty.
This intensive program shows you how returning customers create measurable business impact and how practical experience-design tools can help reduce friction, strengthen engagement and turn loyalty into a key driver of sustainable growth.
2 Days
Overview
Retaining customers is one of the most effective ways to build sustainable performance, yet many organisations underestimate the value of repeat business. This program explores the real drivers behind customer loyalty and shows you how to calculate the growth impact of returning customers in clear, practical terms.
You will learn how to simplify complex customer journeys by identifying friction points, strengthening key touchpoints and designing interventions that increase satisfaction and repeat purchase. The learning is grounded in contemporary customer experience research and supported through hands-on activities that make the concepts easy to apply.
By the end of the program, you will understand how to embed loyalty-focused strategies into everyday practice. You will also leave with tools and a personalised action plan to help your organisation turn loyal customers into a powerful source of competitive advantage and sustainable growth.
Who Should Attend
This course is ideal for senior executives, marketing leaders, customer experience managers and business unit heads who want to increase repeat purchase rates, strengthen customer loyalty and drive long-term growth through better customer experience design..
Course Content
During this training course, you will explore:
- The value of returning customers and its link to business performance
- Customer journey friction points and how to reduce them
- Experience-design strategies that strengthen satisfaction and engagement
- Hands-on customer journey mapping
- Practical interventions that support repeat purchase and loyalty
- Tools and planning methods to embed loyalty as an organisational capability.
Learning Outcomes
By the end of this training course, you should be able to:
- Calculate and maximise the value of returning customers for measurable business impact
- Identify and remove friction points to improve satisfaction, repeat purchase and loyalty
- Apply practical strategies that simplify customer experiences across key touchpoints
- Map customer journeys and design interventions that deliver clear, repeatable results
- Use insights and tools to develop a customised plan that strengthens loyalty as a growth lever.
Facilitator Profile
Associate Professor Richard L. Gruner
Associate Professor at UWA and
Adjunct Associate Professor at Curtin University
Richard is an Associate Professor at UWA and an Adjunct Associate Professor at Curtin University. With a PhD from the University of Melbourne, his research on customer behaviour, loyalty and digital experience design has been published in leading international journals and trade press, such as HBR.
Building on his academic foundation in marketing, Richard also has a track record of practical experience, helping organisations understand customer behaviour, simplify service interactions, and build strategies that strengthen loyalty and repeat purchase. As a consultant and MBA teacher, he works with leaders to reduce friction in customer journeys and design experiences that deliver measurable value.
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