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Track II — Marketing · Module 2D 2.5 hrs

About this module

Customer acquisition is expensive. Sustainable business growth depends on retaining customers, increasing repeat purchases, and building long-term relationships that generate predictable revenue. This practical workshop teaches entrepreneurs how to reduce customer loss, strengthen customer loyalty, and create systems that improve retention without requiring large marketing budgets.

Participants will learn how to identify the causes of customer churn, measure retention performance, improve customer experience, and implement structured follow-up systems. The module focuses on practical actions that small and medium-sized businesses in Ontario can apply immediately.

The workshop combines retention strategy, customer service improvement, communication systems, CRM usage, loyalty tactics, and operational discipline into a complete customer retention framework suitable for both B2B and B2C businesses.

Learning objectives

By the end of this module, participants will be able to:

  • Define customer churn and calculate basic retention metrics
  • Identify the most common causes of customer loss in small businesses
  • Build customer follow-up and relationship management systems
  • Create customer loyalty and repeat-purchase strategies
  • Handle customer complaints and service recovery professionally
  • Develop a practical customer retention action plan for their business

What you'll walk away with

Participants will leave with actionable templates, retention tracking tools, churn reduction frameworks, and measurable implementation plans ready to apply immediately:

  • Customer Retention Strategy Worksheet
  • Customer Churn Diagnostic Checklist
  • CRM Follow-Up Workflow Template
  • Customer Satisfaction Survey Template
  • Customer Complaint Handling Script
  • Loyalty Program Planning Worksheet
  • Customer Segmentation Template
  • Win-Back Campaign Template
  • Repeat Purchase Tracking Spreadsheet
  • Monthly Retention KPI Dashboard Template
  • Customer Communication Calendar
  • Referral Generation Template
  • Renewal Reminder Workflow
  • Retention Action Plan Template
  • Customer Journey Mapping Worksheet

Who should enroll

Entrepreneurs who notice customers buying once and never returning
Small business owners spending more on new customer acquisition than keeping existing ones
Ontario operators who want more predictable, recurring revenue from their existing base
Founders who have lost clients to competitors and want to understand why
Service-based businesses that want to increase lifetime customer value and referrals
Anyone who wants to build a retention system that reduces churn and improves profitability

This 2.5-hour workshop is structured around six teaching blocks, each paired with a practical exercise you complete using your own business as the case study.

01
Understanding Churn & Retention Metrics
What customer churn is, why it matters, and how to calculate your churn rate and retention rate. Participants learn to diagnose where their business is losing customers and why retention directly impacts long-term profitability.
02
The Root Causes of Customer Loss
The most common reasons Ontario small businesses lose customers — poor follow-up, inconsistent communication, service failures, unmet expectations, and competitive switching. Participants complete a churn diagnostic checklist for their own business.
03
Building Customer Follow-Up & Communication Systems
How to design structured post-purchase follow-up workflows, check-in schedules, and communication calendars that keep customers engaged without requiring constant manual effort. Includes CRM workflow setup and automation examples.
04
Loyalty Strategies & Repeat Purchase Systems
How to design loyalty programs, referral incentives, and repeat purchase triggers that work for small Ontario businesses without large budgets. Participants build a loyalty planning worksheet and win-back campaign template during the session.
05
Complaint Handling & Service Recovery
How to handle customer complaints professionally, recover unhappy customers before they leave, and turn negative experiences into loyalty opportunities. Includes a complaint handling script and service recovery framework participants can use immediately.
06
Retention KPIs & Your Action Plan
How to track customer lifetime value, repeat purchase rate, NPS, and churn rate on a monthly dashboard. Participants leave with a completed 30-day customer retention action plan tailored to their business and built during the session.

This module runs as a single 2.5-hour interactive workshop. Choose the format that works best for you.

Live In-Person Workshop

Held at our Richmond Hill facility. You'll work alongside other Ontario entrepreneurs in a hands-on environment with direct access to your instructor. Maximum group size ensures personal attention.

Live Online Workshop

Instructor-led via video with the same interactive exercises, group discussions, and real-time implementation. Participate from anywhere in Ontario without missing any content.

Workshop Structure

Every session follows the same proven format: 20 minutes of context and objectives, focused teaching blocks with practical exercises, two Ontario-based case studies, and a 30-minute action planning close.

What's included with every session

Full slide deck
15 templates & tools
2 Ontario case studies
Retention KPI dashboard
Win-back campaign template
25-question assessment

Marketing · Module 2D

Keeping Your Customers & Reducing Churn

$200.00

Duration 2.5 hours
Format In-person or Online
Track Track II — Marketing
Assessment 25-question quiz