Course overview

Understand the nature of customer loyalty, how it can be measured and, most importantly, how it can be improved.

We’ll explore the relationship between customer loyalty and business success, so you can create a blueprint for action.

Course contents 

  • Introduction to customer loyalty
  • Creating a voice of customer programme
  • Engage your employees to get greater insights
  • Strategies to plan, measure and report on your customer loyalty

The links between customer loyalty and business success will be explored and the practical drivers of successful programme deployment considered in detail to create a blueprint for action!

Who should attend?

  • Anyone wanting to deploy an effective customer loyalty programme within their organisation.
  • Anyone wanting to optimise their customer loyalty programme while looking for new insights, ideas and inspiration.

Breakdown of the day: 

This highly interactive course will be presented through a series of presentations, group and workshop exercises.

As well as learning from the training provider, we hope you will network with the other delegates and learn from their experiences.

This training day runs from 9.30 – 4pm and includes lunch.

Included with this course: 

Delegates will be provided with comprehensive course notes and an electronic copy of the Six Pillars of Customer Loyalty Maturity ® tool to facilitate an initial organisational review.

Homework before the day:

We want to make the day as useful to you as possible. This means doing some homework prior to the day:

  • Complete the free Customer Satisfaction and ISO 9001:2015 checklist.
  • Write your vision of customer satisfaction and loyalty.
  • Summarise your current customer loyalty programme in less than 20 words.

Training provider

Mark Eydman, MD at Six Pillars Consulting

This course is provided by Mark Eydman, Managing Director of Six Pillars Consulting. Mark works with businesses of all types and sizes to help them use deserved customer loyalty to drive business success.



Qualsys HQ, Aizlewoods Mill, Nursery Street, Sheffield, S3 8GG


1 day



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