LOYALTY

London, 21-23 Aug 2017

Also available:

London, 16-18 Oct 2017

Johannesburg, 30 Oct - 1 Nov 2017

COURSE AGENDA

Accurate as of 09 June 2017. Always refer to website for latest information.

 Who should attend?

The global trend is towards more multi-partner programmes with Big Data being the key to
creating effective profitable scheme. Mobile technology and Social Networks are influencing
programme tactics and therefore, the need for practitioners to understand the complexities of
creating and managing loyalty programmes is greater than ever.

The course is designed to cover all aspects of loyalty from why consumers are loyal to the
objectives they can deliver and how to avoid mistakes made by global operators. In effect, the
course will provide the processes and tools needed to create, develop and manage an efficient
and profitable loyalty programme.

There are no other courses available that deliver this calibre of loyalty advice from a global
perspective. To date, the course has been taken by over 1000 delegates.

In just 3 days, you will...

Discover best practices in loyalty programme management and consider why some
programmes fail
Discover how to create, deliver and manage an effective customer value proposition
Look at what to collect and how to use and manage data, as well as studying customer
segmentation processes
Look at the options available such as in-store, online and cashback and rewards
sourcing and fulfilment best practices
Learn how to make loyalty part of the business culture and ensure buy-in and
commitment

Accurate as of 09 June 2017. Always refer to website for latest information.

 COURSE SCHEDULE

Day 1: Loyalty Fundamentals

Big Picture Introduction
Speed Networking

Loyalty Today
Overview of global customer loyalty today
Research and comment on global loyalty
Customer expectations in the 21st century
The academic meaning of loyalty
Loyalty vs. CRM Discussion on the meaning of loyalty
Typical loyalty programme objectives

Global trends and best practices

Global best practices in loyalty programme management
Why programmes fail Research on major reasons for failing programmes
How to improve programme performance
Is it a loyalty programme or a reward

Loyalty programme business models

Loyalty programme business models including coalition, single brand and promotional
SWAT analysis on most effective solutions for different markets and objectives
Selecting the best solution for your business

Case study: Strategic & Operational Benefits of Coalition Programmes

Case study: Leading coalition and solus brand programmes

Accounting for loyalty - The financial bit

Loyalty budget allocation
Regulatory influences
Liability Management

Accurate as of 09 June 2017. Always refer to website for latest information.

 Day 2: Delivering a Successful Loyalty Programme

Interactive group session

Delegates are split into groups, given loyalty scenarios and asked to create a loyalty
solution using day one learnings
Delegates then present their ideas as part of a group discussion

Analytics What to collect, how to use and manage data

Global best practices and trends on data analytics
Customer segmentation processes
The value of transactional data
The value of lifestyle data
Big data whats it all about?

Case study: The Tesco story why data is important to the business

Case studies: Examples of data analytic applications from telecoms and airlines
Delegate discussion and feedback

Day 3: Looking Ahead

Marketing to the Y generation

Research on how the Y generation will react to customer loyalty programmes

Technology for running effective and efficient programmes

The architecture and capabilities of todays loyalty technology
The loyalty value chain
Examples of loyalty platform solutions and mobile technology
Case studies on mobile, social networks and CSR in loyalty

Feasibility study process and deliverables to create an effective and profitable customer
loyalty programme
Summary of global best practices
Checklist to improve a loyalty programme
Thoughts on loyalty in the next three years

Accurate as of 09 June 2017. Always refer to website for latest information.

 Review of delegate issues and course objectives

Final Review
Feedback from individual delegates: What are the next steps for delegates in their
respective businesses?
Wrap

MEET YOUR TRAINER

Mike Atkin is a highly respected, industry-recognised expert with over 20 years experience in
the fields of loyalty and CRM solutions. He has been involved in the successful design,
development and implementation of loyalty programmes suchas Premier Points, Boots
Advantage, Marriott Rewards and specific initiatives with Tesco, ExxonMobil and Microsoft,
which has involved working across the globe. Mike is also the European CEO and founder
member of the Customer Strategy Network, as well as the European editor for The Wise
Marketer.

PRICING

THE EARLIER YOU BOOK, THE MORE YOU SAVE

Before 14 Jul 2017 Before 4 Aug 2017 After 4 Aug 2017

3,000 3,150 3,300

Save 300 Save 150

Accurate as of 09 June 2017. Always refer to website for latest information.

 INHOUSE TRAINING

Need to get your whole team up to speed? We can come to you. For groups of six or more, our
trainers will design a bespoke programme to meet your business needs, including a lesson pack
with examples, models, user-driven content, custom case studies everything you need to keep
learning on your own time.

In-house training is the most cost-effective and convenient option for teams, so get in touch
today and let us customise your training experience.

For futher information please refer to: https://www.terrapinntraining.com/in-house-training

CONTACT US

Terrapinn Training

Terrapinn Holdings Ltd

Wren House
43 Hatton Garden
London
EC1N 8EL
UK

Telephone: +44 (0)207 092 1045

Email: emma-jane.dinan@terrapinn.com

Accurate as of 09 June 2017. Always refer to website for latest information.

 LINKS

www.terrapinntraining.com
www.terrapinntraining.com/training/530/3-Day-Masterclass-in-Loyalty/

Register at:

https://secure.terrapinn.com/v5/step1.aspx?E=8996

Accurate as of 09 June 2017. Always refer to website for latest information.