Leading Customer Loyalty Education Course for Loyalty Professionals.
Accredited by the Australian Loyalty Association (ALA) and held yearly over two full days in both Sydney and Melbourne, this course covers all aspects of loyalty including strategy, design, marketing, operations and technology. The course offers a combination of lectures, group discussions, case studies, and module exercises and will provide the processes and tools needed to create, develop and manage a world-class loyalty and customer engagement program.
By the end of the course, participants will be able to apply their new knowledge and skills in their career and business to build a more engaging loyalty program and confidently improve customer retention and advocacy.
Key industry partners and consultants have contributed to the course content, providing expert insights and exposure to the industry.
Who should attend?
This course is designed for new entrants to the industry as well as more experienced managers seeking to improve their skill levels.
Topics covered
- Module 1. Loyalty History, Benefits and Challenges, Essential Loyalty Principles
- Module 2. Segmentation and Member Lifecycles
- Module 3. Monetisation and Financial Modelling
- Module 4 .Behavioural Science and Loyalty Psychology
- Module 5. Program Decision Layers and Strategy Development
- Module 6. Loyalty Trends and Technology
- Module 7 .Data, Loyalty Program Measurement and Reporting
- Module 8. Privacy and Loyalty Program Fraud Prevention
Course experience
- face to face
- 2 full days course
- all day catering included
- A combination of lectures, group discussions, case studies, and eight 90-minute modules
- At the completion of the course, participants will be awarded with a certificate in Customer Engagement & Loyalty accredited by the ALA
- The course is capped at a maximum of 25 participants.
Marketing Competencies
Customer Experience, Integrated Marketing Communications
About the presenters
Sarah Richardson
Sarah has over 20 years experience in the corporate world, with wide industry knowledge gained working in senior marketing and customer loyalty roles in organisations such as Telstra, Suncorp, Australia Post and Myer, and also enjoyed her time working as the CRM director at Sapient Nitro.
In 2012 Sarah started Global Loyalty, now Sciensa Loyalty, an organisation that specialises in strategy development, planning and implementation of customer loyalty enhancement projects.
Sarah has tutored Direct Marketing at (QUT), held the position of QLD State Chairman of ADMA for many years and wrote a white paper on loyalty principles with The Australian Centre for Retail Studies (ACRS) at Monash University.
In 2012 Sarah started the Australian Loyalty Association (ALA) an organisation established to provide thought leadership, education and networking opportunities to those working in the loyalty industry. In 2022 the ALA commissioned the largest research project ever conducted in Australia, giving the market deep consumer insights with which to build effective customer loyalty into the future.
Guest Speaker – Dean Maidment
Dean is the CEO and co-founder of Australian marketing automation software company TaguchiMarketing Pty Ltd (“Taguchi”). With over 20 years experience in enterprise software development and data driven customer communications, Dean appreciates the challenges and opportunities today's marketers face in maximising the potential from the plethora of data options available. It’s this exciting data driven world that inspires Dean and the team at Taguchi to develop software and services for their clients that not only integrate into their businesses but also evolve in line with their changing business requirements. “Our goal is to help our clients amplify results, improve operational efficiencies and develop an ongoing competitive advantage”.
Guest Speaker – Carly Neubauer
With a background in sales, marketing, advertising and PR, Carly has experience in national team management, relationship management and business development across industries including consumer electronics, FMCG, Insurance and Financial lending. Carly has recruited, trained and managed national sales teams and worked with clients including Coles, Nestle, Gillette, JB HI Fi, Harvey Norman and Good Guys.
Carly was the Founder & Director of a FIFO loyalty and rewards company, before taking over the GM role of the Village Roadshow loyalty division which developed and managed more than 20 loyalty programs in the Insurance, Energy, Aged Care and Finance sectors.