Marketing & Growth

Customer Retention & Loyalty Programs

Keep the customers you already paid to acquire

12 lessons4 modules9h 0m durationbeginner level

Instructor: StretchLearn Faculty

About this course

Retention is the cheapest growth lever most businesses ignore, yet a 5% lift in retention can raise profit 25-95%. This course gives small-business owners and marketers the exact metrics, frameworks, and campaign playbooks to reduce churn, increase repeat purchases, and build loyalty programs customers actually use. Every module uses real tools, formulas, and worked examples you can apply this week.

Curriculum

Module 1: Retention Metrics That Actually Matter3 lessons

Churn Rate and Retention Rate, Computed CorrectlyPreview45m
Customer Lifetime Value (LTV) From Scratch🔒45m
Cohort Analysis and the Retention Curve🔒45m

Module 2: Diagnosing and Reducing Churn3 lessons

Why Customers Leave: Voluntary vs Involuntary Churn🔒45m
Exit Surveys and Churn-Reason Coding🔒45m
Onboarding and the First-Value Moment🔒45m

Module 3: Designing Loyalty Programs That Work3 lessons

Program Types: Points, Tiers, Paid, and Beyond🔒45m
Setting Reward Economics So You Stay Profitable🔒45m
Referral and Advocacy Programs🔒45m

Module 4: Re-Engagement, Feedback Loops, and Measuring Impact3 lessons

Win-Back and Re-Engagement Campaigns🔒45m
Closed-Loop Feedback: NPS, CSAT, and CES🔒45m
Building Your Retention Dashboard and Business Case🔒45m