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
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.
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..
During this training course, you will explore:
By the end of this training course, you should be able to:
Facilitator Profile
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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