PASS / NO CREDIT
Yes (may vary by section)
Customer loyalty is foundational to value creation by a wide and growing range of enterprises. This course teaches a strategic approach to the development of customer loyalty. It provides a comprehensive framework for thinking critically about customer loyalty, a structured approach to the development of customer loyalty strategies and practical imperatives for the design, development and execution of loyalty programs and related marketing activities. The course is organized in three parts: customer strategy, loyalty strategy and loyalty programs. You learn how to design a loyalty program. Additionally, we focus on related subjects such as: customer differentiation and valuation, CRM and personalization at scale. The course concentrates on how to develop customer strategy, loyalty strategy and loyalty programs in actual practice. We use lots of current examples from a wide range of businesses (e.g., retail, travel, financial services, telecom, health care, CPG) including both B-C and B-B. The class sessions combine lecture, group discussion, a class debate and usually an outside speaker. The course readings are two short books and a set of articles. There are three assignments including two individual and one group assignment. The group assignment that culminates the course is to design a loyalty program for a cruise line. There is no final exam.