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Description

Selling and Customer Loyalty in the Digital Age: Attract, Convert and Nurture

Half a day to connect online touchpoints with the sales relationship without losing the customer along the way

  • 0.75 days — 5.25 h
  • In-person or virtual
  • All levels
  • Up to 6 participants

Customers research on their own, compare options online and arrive at the meeting with an opinion already formed. The salesperson steps in late, into a journey they do not control. After the sale, the relationship dissolves between automated messages and exchanges that lead nowhere.

This 5-hour-15 short format connects digital touchpoints with sales work: understanding the customer journey, stepping in at the right moments and nurturing the relationship after the sale. It differs from an online prospecting course by covering the full cycle through to customer loyalty.

Learning objectives

  • Describe a customer journey from online research to sales contact
  • Identify the moments where human involvement adds the most value
  • Adapt the discovery stage to an already well-informed customer
  • Organise post-sale relationship follow-up across several channels
  • Spot usage signals that indicate a risk of churn

What makes this programme different

A customer journey reconstructed by participants from their own business activity
Re-engagement scenarios prepared for customers who have gone quiet
A format covering the full cycle from first online search to long-term loyalty

Programme

1Understanding the Customer Journey

What happens before the call

  • Research and comparison stages completed without the salesperson
  • Information sources consulted and the influence of online reviews
  • Touchpoints left to automation
  • Moments where human involvement changes the decision

2Selling to an Already Informed Customer

Bringing what the screen cannot

  • Discovery adapted to a customer who has already compared options
  • Handling inaccurate information reported by the customer
  • Building arguments around what cannot be compared online
  • Running a remote meeting with screen sharing

3Building Loyalty Over Time

After the sale the relationship continues

  • Frequency and content of contacts after signature
  • Balancing automated messages with personal contact
  • Usage signals that indicate a risk of churn
  • Handling a complaint expressed publicly
  • Requesting a review or a referral

Who is it for

Sales representatives, account managers and sales leaders whose customers research and buy partly online.

Prerequisites

No prerequisites

Dates & locations

12 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.