Customer Loyalty: A Strategic Approach

Retaining customers and increasing their satisfaction for organizational growth

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Course Dates

STARTS ON

November 11, 2021

Course Duration

DURATION

6 weeks, online
4-6 hours/week

Course Duration

PROGRAM FEE

US$2,600 US$2,150 or get US$260 off with a referral

Course Information Flexible payment available

Application Details

We are offering an early registration benefit of US$450 for a limited time.

Round 1

US$2,150 / program fee

Application Deadline
1

Key Takeaways

You will apply methods and models to understand customer value, grow this value, and target customers individually, with the goal of optimizing customer loyalty. Here’s what you will have the opportunity to accomplish:

  • Identify which customers to target for the greatest value through customer differentiation and targeting
  • Develop the business case for growing customer loyalty using a practical strategic framework
  • Apply a strategic framework to the design of a customer loyalty program through the Capstone Project: Create A Customer Loyalty Program

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Learn from the best
Kellogg’s MBA program has consistently been ranked #1
in marketing by U.S. News & World Report (2020).

A Strategic Approach to Customer Loyalty

Companies are launching and relaunching loyalty programs aggressively because they add significant value in ways that go well beyond revenue. In this program, you will learn how incremental business value can be achieved in the form of increased:

  • Total spend (revenue)
  • Share of wallet
  • Customer lifetime value (CLV)
  • Targeted (e.g., product, channel, promotional) revenue
  • Reduced attrition

Maximize Customer Loyalty with Strategies and Frameworks

Every organization is faced with the increasing expense of acquiring new customers. It follows that every organization can benefit from implementing strategies to retain current customers and grow their value.

A loyal customer is:

80%

more likely to choose your brand over competitors

SOURCE: SLOAN MANAGEMENT REVIEW

2x

more likely to recommend your brand to others

SOURCE: SLOAN MANAGEMENT REVIEW

Likely to spend 2x more

Online spending for a new customer averages $24.50; repeat customers average $52.50.

SOURCE: MCKINSEY & CO.

Program Topics

The program consists of six weekly modules that feature live faculty webinars, video lectures, moderated discussion boards, office hours, and interviews with many of the world’s foremost customer loyalty strategists and practitioners.

Module 1:

From Customer Differentiation to Customer Value

Learn to identify which customers to target for the greatest value by analyzing a business from a customer-centric viewpoint, examining steps to developing a customer strategy, and determining the lifetime value of your customers individually and collectively.

Module 2:

Enabling Customer Relationship Management with Customer Data

Develop a strategic framework for growing customer loyalty by examining strategies to identify, track, and predict customer relationships and secure customer value across the customer life cycle.

Module 3:

Loyalty Drivers, Personalization, and Trigger Marketing

Become familiar with different approaches to conceptualizing and measuring customer loyalty and learn what drives customer loyalty.

Module 4:

Loyalty Economics and the Loyalty Business Case

Understand the customer value proposition and analyze the economics of customer loyalty to develop a business case for a customer loyalty program.

Module 5:

Designing a Loyalty Program

Get a broad overview of the history of loyalty programs and the specifics of their various components, features, and benefits. Apply these elements and design a customer loyalty program in the capstone project.

Module 6:

Special Topics and the Future of Customer Loyalty Programs

Learn how you can extend customer loyalty programs beyond your company by leveraging partnerships and alliances, how various companies from packaged goods to startups have successfully launched and maintained loyalty programs and how the future looks for loyalty in the digital age.

Module 1:

From Customer Differentiation to Customer Value

Learn to identify which customers to target for the greatest value by analyzing a business from a customer-centric viewpoint, examining steps to developing a customer strategy, and determining the lifetime value of your customers individually and collectively.

Module 4:

Loyalty Economics and the Loyalty Business Case

Understand the customer value proposition and analyze the economics of customer loyalty to develop a business case for a customer loyalty program.

Module 2:

Enabling Customer Relationship Management with Customer Data

Develop a strategic framework for growing customer loyalty by examining strategies to identify, track, and predict customer relationships and secure customer value across the customer life cycle.

Module 5:

Designing a Loyalty Program

Get a broad overview of the history of loyalty programs and the specifics of their various components, features, and benefits. Apply these elements and design a customer loyalty program in the capstone project.

Module 3:

Loyalty Drivers, Personalization, and Trigger Marketing

Become familiar with different approaches to conceptualizing and measuring customer loyalty and learn what drives customer loyalty.

Module 6:

Special Topics and the Future of Customer Loyalty Programs

Learn how you can extend customer loyalty programs beyond your company by leveraging partnerships and alliances, how various companies from packaged goods to startups have successfully launched and maintained loyalty programs and how the future looks for loyalty in the digital age.

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Program Faculty

Profile picture of course faculty THOMAS (TOM) O’TOOLE

THOMAS (TOM) O’TOOLE

Associate Dean, Executive Education, Clinical Professor of Marketing, Kellogg School of Management

Professor O’Toole’s work at Kellogg focuses on connecting data science to business value creation, data-driven marketing, customer strategy, customer value management, loyalty programs and related subjects. He developed and teaches a popular MBA course on Customer Loyalty strategy… More info

Guest Speakers

Profile picture of course faculty JESS HUANG

JESS HUANG

Partner, McKinsey & Co.

Partnering with executives in the retail, consumer technology, and travel sectors to boost company growth and drive commercial effectiveness, Huang focuses on the value that can come from customer analytics, fostering loyalty, and investing in digital marketing. She leads McKinsey Loyalty service line and is a research leader and a driving force behind McKinsey’s Women in the Workplace research, and publishes frequently on trends in retail, loyalty and gender and diversity in the workplace.

Profile picture of course faculty PRAVEEN SHARMA

PRAVEEN SHARMA

Vice President, Digital Products and Analytics, United Airlines

Praveen Sharma is Vice President of Digital Products and Analytics for United. In this role, Praveen is responsible for United’s customer-facing digital products, growing digital commerce and merchandising, performance marketing, enterprise data platforms and advance analytics COE. Previously as Vice President of Loyalty and President of MileagePlus Holdings, Praveen was responsible for all aspects of United’s loyalty program. He has an MBA from the University of Chicago and multiple degrees from Penn State and Indian Institute of Technology.

Profile picture of course faculty GANNON JONES

GANNON JONES

Founder & Partner, Dunning House Consulting LLC

Throughout his 25-year career at Allstate, PepsiCo, Kraft and MillerCoors, Gannon has consistently transformed brands to accelerate their growth. Recently, he led consumer marketing for Allstate. At MillerCoors, he oversaw a $7B portfolio. He and his team orchestrated a turnaround of the Miller Lite business, returning it to growth after more than five years of declines. Earlier, Gannon was Global CMO of PepsiCo's Nutrition Group. He is a graduate of the Smith School of Business at Queen’s University in Canada.

Profile picture of course faculty JEFF ZIDELL

JEFF ZIDELL

SVP & Customer Experience Officer, RoomIt by CWT

Jeff Zidell is RoomIt’s Senior Vice President and Chief Experience Officer. With a focus on customer experience across distribution channels, Jeff provides leadership for RoomIt strategy, product development and integrated marketing. He has over 25 years of experience in the travel industry and has held leadership positions with Sabre, American Airlines, Google, Hyatt and CorePoint Lodging. Jeff has an MBA from Washington University’s John M. Olin School of Business and a B.S. in accountancy from the University of Missouri.

Profile picture of course faculty JOSHUA KANTER

JOSHUA KANTER

Global Chief Marketing Officer, International Cruise & Excursions Inc.

With a combination of marketing, technology, strategy, and analytics expertise, Kanter’s leadership roles have included executive positions with PetSmart, Caesars Entertainment, McKinsey & Co., and Novantas.

Profile picture of course faculty MARGARET BREYA

MARGARET BREYA

Executive Vice President and Chief Marketing Officer, 8x8 Inc.

With more than 20 years of global expertise in technology B2B marketing, Breya has served in executive roles with MicroStrategy, Informatica, BEA SAP, and Hewlett-Packard.

Testimonials

“The flow of learning made sense and enabled the brain to step through the process exactly the way you should do it in business.”

— Paul Zadolinnyj, National Operations Manager, Operations, X-Golf

“The combination of comprehensive theoretical frameworks and real-life examples made it easier to understand the concepts.”

— Ricky Setiawan, CEO, PT INSPIRASI DUNIA MEDIA

“I enjoyed how relevant it was to real-life experience. While I was learning, I was able to practice and put my education to use in tandem with what I am doing at work.”

— Sarah Sams, Digital Director, Sales and Business Development, Bungalow LLC

Certificate

Example image of certificate that will be awarded after successful completion of this program

Certificate

Upon successful completion of the program, Kellogg Executive Education grants a verified digital certificate of completion to participants. This program is graded as pass or fail; participants must receive 80% to pass and obtain the certificate of completion.

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Note: This online certificate program does not grant academic credit or a degree from Kellogg School of Management. After successful completion of the program, your verified digital certificate will be emailed to you in the name you used when registering for the program. All certificate images are for illustrative purposes only and may be subject to change at the discretion of Kellogg Executive Education.

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