Set the minimum documentation for loyalty and customer win-back that is genuinely necessary, and stop there.
Leading Loyalty Strategies and Customer Win-Back
Build a working method for loyalty and customer win-back that stands up to scrutiny and survives daily pressure.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Teams read what their leaders tolerate on loyalty and customer win-back far more accurately than what their leaders announce. Managers are promoted for competence and then judged on customer win-back, which nobody trained them for. Teams frequently over-invest in documenting this aspect of organisational leadership and under-invest in testing it. It is appropriate for those preparing to take on wider responsibility for loyalty and customer win-back. The course gives participants a defensible structure for the practice within organisational leadership and the judgement to adapt it. The professional literature on customer win-back converges on a small set of controls that reliably work. They gain the ability to sequence improvements to loyalty and customer win-back in an order their organisation can absorb. Participants apply customer win-back to their own management team throughout, so the output is directly usable. The programme ends where implementation begins, with this part of organisational leadership broken into steps someone can start on Monday.
Expected Learning Outcomes
Prepare a short, evidence-based briefing on customer win-back for senior management.
Protect the team's capacity so loyalty and customer win-back is not delivered through exhaustion.
Diagnose whether a problem in customer win-back is one of design, resourcing or discipline.
Recognise when loyalty and customer win-back needs a different leadership style than the one that got you here.
Build the trust that makes candid feedback about customer win-back possible.
Read the informal dynamics that determine whether loyalty and customer win-back actually moves.
Who Should Attend
Human resources partners advising leaders on loyalty and customer win-back.
Anyone whose accountability for customer win-back exceeds their current formal training in it.
Public sector managers applying loyalty and customer win-back within institutional constraints.
Project and programme managers whose success depends on customer win-back.
Department heads and senior managers accountable for loyalty and customer win-back.
Compliance and governance staff whose remit includes customer win-back.
Course Modules
Loyalty and customer win-back: the conversations that decide the outcome
2 sessions · 8 pointsSession 1Recovering after a visible mistake on loyalty and customer win-back
- Ask the team what they think is wrong with the plan for loyalty and customer win-back.
- Prepare how you will respond when customer win-back is challenged publicly.
- Rehearse the briefing on loyalty and customer win-back that would follow an incident.
- Build the internal briefing that explains customer win-back to those affected.
Session 2Building the method for customer win-back step by step
- Give one piece of specific feedback on loyalty and customer win-back within the week.
- State the outcome expected from customer win-back in a single sentence anyone can repeat.
- Name a single owner for each element of loyalty and customer win-back.
- Distinguish symptoms from causes when customer win-back underperforms.
Customer win-back: performance, standards and consistency
2 sessions · 8 pointsSession 1Deciding on customer win-back when the information will never be complete
- Set the decision rights on loyalty and customer win-back: who decides, who is consulted, who is told.
- Identify which function can quietly block customer win-back and address it directly.
- Recognise publicly one person whose work on loyalty and customer win-back went unnoticed.
- Confirm that the people affected by customer win-back heard it from you first.
Session 2Building someone who can run customer win-back without you
- Remove steps in loyalty and customer win-back that add effort without adding assurance.
- Collect evidence on the present handling of customer win-back before proposing changes.
- Agree the standard on loyalty and customer win-back and confirm it applies to everyone.
- Define acceptance criteria for customer win-back in advance.
Customer win-back: resilience and the personal cost of leading
2 sessions · 8 pointsSession 1Reading the room before proposing customer win-back
- Identify the conversation about loyalty and customer win-back you have been postponing, and schedule it.
- Identify your successor for customer win-back and the gap they need to close.
- Establish what evidence demonstrates loyalty and customer win-back is under control.
- Set the review interval for customer win-back and who attends.
Session 2Moving loyalty and customer win-back from approval to execution
- Set escalation thresholds for loyalty and customer win-back that work out of hours.
- Reduce the variation in how customer win-back is carried out between teams.
- Assign responsibility for keeping documentation of loyalty and customer win-back current.
- Estimate the resource customer win-back requires to run as designed.
Customer win-back: setting direction people can act on
2 sessions · 8 pointsSession 1Closing out customer win-back and capturing what was learned
- Name the person accountable for each part of loyalty and customer win-back, not the committee.
- Set the review point at which customer win-back will be reconsidered.
- Arrange the handover of loyalty and customer win-back so capability survives staff changes.
- Check whether incentives anywhere reward behaviour that undermines customer win-back.
Session 2Moving customer win-back through people who do not report to you
- Decide what you will delegate on loyalty and customer win-back and what you will not, and say why.
- Assess the workload customer win-back adds and what you will remove to make room.
- Set out the decisions in loyalty and customer win-back that require sign-off and by whom.
- Record what was learned when customer win-back did not go as planned.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.