Customer Experience and Retention Strategies

Objectives

• Understand the key principles of customer experience (CX) and retention.
• Learn how to create exceptional customer experiences at every touchpoint.
• Develop strategies for building customer loyalty and long-term retention.
• Explore tools and techniques for measuring and improving customer satisfaction.

Content

Understanding Customer Experience (CX)

• Definition and importance of customer experience
• The customer journey and key touchpoints
• Factors that influence customer perceptions and satisfaction
• Aligning CX strategy with business goals

Designing Exceptional Customer Experiences

• Personalization and customization in CX
• Creating seamless, multi-channel experiences
• The role of customer service in experience design
• Leveraging technology to enhance CX (e.g., chatbots, AI)

Building Customer Loyalty and Retention

• Strategies for increasing customer loyalty
• Creating effective loyalty programs
• Understanding and reducing churn
• Emotional connections and customer advocacy

Measuring and Improving CX and Retention

• Key metrics for customer experience (CSAT, NPS, CES)
• Tools for gathering customer feedback (surveys, reviews, etc.)
• Continuous improvement strategies for CX
• Case studies of successful retention strategies

DATE:

1ST BATCH:        7th – 10th Apr, 2026       

2ND BATCH:       4th – 7th Aug, 2026 

3RD BATCH:       1st – 4th Dec, 2026