This micro-credential is valuable for anyone seeking key practical skills to analyse, measure, and enhance customer loyalty in their organisation to drive repeat business.

It's particularly beneficial for managers working in marketing or across customer experience, including engagement managers, membership managers, customer service and product managers, and individuals employed in UX design.

To be eligible for this course, you must possess an undergraduate degree in any field or have three years of relevant work experience.

Visit our FAQ page to learn more about micro-credentials.

Developed in consultation with Industry, this course is designed to meet the growing need for professionals working in customer experience to better understand and develop loyalty marketing strategies for customer acquisition and retention at a brand level.

You'll explore key metrics to measure and calculate customer loyalty, and gain the knowledge needed to influence, inform, and encourage leaders in your organisation to invest in loyalty marketing.

This micro-credential has been designed to ensure learning outcomes match the real-world customer-experience needs of your industry.

By the end of this course, you'll have a greater understanding of customer loyalty's importance to business growth.

You will be able to:

• Create a business case for investing in customer loyalty and defend its importance to senior managers
• Evaluate and apply the foundations of customer loyalty to a selected context.

Learning in this course is equivalent to Grade 9 of the Australian Qualifications Framework (AQF).

This highly-flexible course runs online for 12 months. You can enrol any time you choose and study at your own pace, but you must complete all assessments within 12 months of registration.

Your total time commitment will be approximately 42 hours, which includes:

• 6 hours guided learning
• 12 hours self-directed study
• 4 hours peer learning
• 20 hours assessment tasks.

Assessment:

• Calculation of customer lifetime value (CLV): Create a business case using the customer lifetime value formula for investing in customer loyalty (60%)
• Drivers of Loyalty: Prepare a pitch (text, video, or PowerPoint) that explains the foundations of customer loyalty (40%).

There are four marking windows each year where you can submit assessments for grading and gain expert feedback.

Take part in regular live workshops with your subject matter expert and support your learning with a range of interactive tools.

Once you've successfully completed this course, you will be awarded your Customer Loyalty: Create and Calculate its Value Melbourne MicroCert. This digital certificate will warrant the achievement of knowledge, skills and capabilities outlined in the learning outcomes. It may also include artefacts (such as videos and written material) related to both experiential and work-integrated learning, including translatable assessment that is practical to your professional life. You can also share your Melbourne MicroCert digitally and via social media by adding it to your personal platforms, such as LinkedIn. See example certificate.

This course is currently a standalone micro-credential.

Delivered fully online, you'll have the flexibility to learn in your own time and enjoy immediate access to all course materials from a location that suits you.

You can enrol anytime you choose, and you'll have up to 12 months to finish, meaning you can begin, progress, and complete this course as quickly or as slowly as you like.

Within our digital learning environment, you'll engage with other industry professionals, participate in independent and guided learning activities, and take part in monthly live sessions led by your course facilitator. You'll also receive ongoing support via message boards and interactions with other learners.

There is no set expiry date.