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🤝 Customer Experience  ·  Intermediate

Certified Loyalty and Customer Retention Expert

Online Certification  ·  10 Weeks  ·  Globally Recognised  ·  (CLOY)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Loyalty and Customer Retention Expert

Designed for today’s high-impact professionals, the Certified Loyalty and Customer Retention Expert (CLOY) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 10 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CLOY holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Loyalty and Customer Retention Expert
Acronym
CLOY
Category
Customer Experience
Level
Intermediate
Duration
10 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • Customer Service Representatives
  • Contact-Centre and Front-Office Staff
  • Customer Experience Professionals
  • Service and Support Team Leaders
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards senior customer-experience and service-operations roles
Professional Recognition
Credential aligned with recognised customer-experience and service-quality standards
Operational Excellence
Apply world-class frameworks to improve performance and outcomes
Strategic Thinking
Develop the analytical and strategic skills demanded at the executive level
Compliance Readiness
Master the standards, compliance and ethical governance central to customer service
Global Employability
Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards
✦Contact Centre and Multichannel Operations
✦Complaint Handling and Service Recovery
✦Customer Experience Design and Journey Mapping
✦Service Quality, Metrics and Continuous Improvement
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

The full programme, module by module.

1
Foundations and Strategic Context of Certified Loyalty and Customer Retention Expert
Certified Loyalty and Customer Retention Expert: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction
2
Mapping the Real Journey
Customer journey mapping and service design · Complaint handling and service recovery · Segmentation, targeting and the useful segment · Negotiation and closing
3
Moments That Decide Satisfaction
Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Consultative selling and understanding the buyer
4
Designing Recovery
Complaint handling and service recovery · Customer journey mapping and service design · Commercial ethics and responsible selling · Integrated and sustainability reporting
5
Retention, Loyalty and Value
Customer retention, loyalty and lifetime value · Marketing measurement and attribution · Customer journey mapping and service design · Structural and strategic approaches
6
Proposition and Experience Together
Value proposition and differentiation · Brand, reputation and communications · Customer journey mapping and service design · Ethical frameworks and codes of practice
7
Measuring Experience Honestly
Marketing measurement and attribution · Customer retention, loyalty and lifetime value · Complaint handling and service recovery · Lessons learned and development
8
Ethics and Conduct
Legal responsibilities and professional bodies · Driving effective, ethical outcomes · Ethical, risk and feasibility considerations · Ethics of technology in practice
9
International Markets
Global sourcing and trade · Cross-cultural and global inclusion · Global and comparative HR contexts · Global sourcing and international trade
10
Change and Adoption
Baseline setting and change control · Sales and marketing transformation · Measuring growth and transformation impact · Soil chemistry, pH and cation exchange capacity
11
People and Incentives
Employee engagement models and drivers · The employee lifecycle and HR value chain · Strategic workforce planning and demand forecasting · Communicating risk to the workforce
12
Sustainability
The business case for productivity, quality and sustainability · Monitoring, evaluation and sustainability plan · Sustainability certification and standards · Responsible and sustainable banking
13
Learning and Research
Blended and hybrid learning design · Motivation and self-directed learning · Learning strategy and roadmaps · Building the learning brand
14
Markets and Customers
Market research and intelligence · Customer data and CRM · Customer service technology stack · Social media customer care
15
Selling Practice
Forecasting and pipeline health · Performance management in sales · Building high-performing sales teams · Talent sourcing channels and pipelines
16
Customer Experience
Service quality and the passenger experience in transport · Customer loyalty and repeat purchase in retail · Strengths, flow and engagement · Complaints, accountability and fitness to practise
17
Digital Channels
Automation, RPA and straight-through processing · Cybersecurity and fraud technology · Digital credit and alternative data · Digital ethics and responsible AI
18
Evidence and Analytics
Data privacy, consent and compliance · Translating insight into strategy · Data, records and confidentiality tech · Practice management systems
19
Commercial Finance
Ethics and professional standards in finance · Cost concepts, classification and behaviour · Costing methods: absorption, marginal and activity-based · Cost-volume-profit and break-even analysis
20
Distribution and Supply
Supply market analysis · Supply analysis, gaps and scenario planning · Procurement and supply chain: scope and value · The procurement cycle and operating models
21
Communication
Incident reporting and record-keeping · Psychoeducation and public communication · Toolbox talks and safety communication · Communicating vision and telling stories
22
Leadership and Teams
Performance and dispute management · Land-use planning, capability and degradation management · Team leadership in field and project settings · Managing difficult conversations
23
Performance and Targets
Banking KPIs and branch scorecards · Social performance and outreach · Investment principles and objectives · Performance management systems and cycles
24
Capability Development
Leadership and management development · Coaching models and frameworks (GROW) · Building a personal HR development plan · Competency framework development
25
Strategic Context
Business model design and unit economics · Vision, mission and strategic intent · Competitive strategy and positioning · Business model design and innovation
26
Risk and Compliance
NGO governance, boards and registration · How insurance works: risk pooling and the value chain · Underwriting principles and risk selection · Insurance regulation and consumer protection
27
Legal and Terms
Advocacy and policy engagement · Contract farming, aggregation and out-grower schemes · Contract farming and out-grower schemes · Contract law and formation
28
Campaigns and Projects
Innovation and new product launch · Governance of campaigns and spend · Campaign or go-to-market plan · Campaign planning and execution
29
Operations
Climate-smart agriculture: productivity, adaptation, mitigation · Data quality and stewardship · Business case and strategic alignment · Design review and quality
30
Relationships and Partners
Partnering and co-creation with customers · Negotiation with clients and partners · Project governance frameworks · Partnership building and multi-stakeholder platforms

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • Mapping the Real Journey — applied to your own work
  • Moments That Decide Satisfaction — applied to your own work
  • Designing Recovery — applied to your own work
  • Retention, Loyalty and Value — applied to your own work
  • Proposition and Experience Together — applied to your own work
  • Measuring Experience Honestly — applied to your own work
Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal
Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.
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Step 4: Pass, Get Certified & Verified
Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.
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Frequently Asked Questions

Common Questions

What is the CLOY certification?

The Certified Loyalty and Customer Retention Expert (CLOY) is a Intermediate-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CLOY?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CLOY certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CLOY internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CLOY certification?

The Certified Loyalty and Customer Retention Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CLOY certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CLOY?

The Certified Loyalty and Customer Retention Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CLOY?

The Certified Loyalty and Customer Retention Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CLOY while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CLOY?

Graduates progress towards senior customer-experience and service-operations roles. The CLOY strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager
NGO Sector
“

I earned my CLOY while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead
Government
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