Frontier Communications is a large pure-play fiber provider located in the U.S., delivering fast broadband connectivity to individuals and companies. The company serves customers in 25 states, bringing fiber broadband to 1.7 million customers.
Frontier Communications was selected as a finalist for the Technology and Trends category for this year’s Loyalty360 Awards, to be held at the Loyalty Expo June 4-6 in Orlando, FL. Mark Johnson, CEO of Loyalty360, spoke with Joe Mays, Director, Loyalty & CX Technology at Frontier Communications, about the upcoming presentation.
Could you give us a brief overview of your awards presentation that will be made at the 2024 Loyalty Expo?
Mays: Our presentation is really more of a story. It has a little bit of everything—from the normal stressors of any large program or initiative to preparing for the unknown. The majority of our team had never launched a rewards or loyalty program, so there was a whole lot of learning as we were “building the airplane while flying.”
Additionally, we are in the middle of a transformation as an organization, and the rewards program has been an integral part of that initiative. It’s great, but it also comes with high expectations and many eyes are on it.
We’ll discuss some of our hurdles and successes, and then we’ll talk about why we believe that sets us apart from so many others. Finally, we want everyone to feel exactly what it’s like to be a rewards member with Frontier. We’re going to do our part to share that experience in a special way with a little surprise packed into the Expo presentation.
Who do you think would benefit most from your award presentation at the conference?
Mays: Anyone and everyone who is currently affiliated with a loyalty or rewards program would benefit. Our story includes many items that need to be planned for and considered during the process. We’ll share a selection of those items in the presentation.
Individuals and organizations looking to launch a new program or simply reinvent their own would benefit the most because our story touches on that process exactly. We’ll share the steps required to make the integration. The presentation also includes lessons learned from those steps that didn’t quite work so well.
It would’ve been great to attend an expo like this one when we were in that early ideation/decisioning stage. That might’ve helped us shape our program. Hopefully, we can give back this year and help others.
What are a few key takeaways attendees can expect to learn from your awards presentation?
Mays: They can expect to learn some cool industry differentiators and generate ideas for putting their customers first. For example, one of those ideas is giving back the loyalty customers show organizations—centered around a philosophy of no strings attached, no points to track, no levels to climb, and no cryptic codes to decipher. In other words: hassle-free rewards as thanks.
Showing brands the plausibility of that is key because it can correlate to those important metrics of program adoption, engagement, churn, and all those items needed for long-term sustainability of any program. But most importantly, they’ll take back the knowledge of how happier customers are created with a program like this.
--
Please visit LoyaltyExpo.com to learn more about Loyalty360’s upcoming Loyalty Expo, including details on the event agenda and how to register.
Frontier Communications is a large pure-play fiber provider located in the U.S., delivering fast broadband connectivity to individuals and companies. The company serves customers in 25 states, bringing fiber broadband to 1.7 million customers.
Frontier Communications was selected as a finalist for the Technology and Trends category for this year’s Loyalty360 Awards, to be held at the Loyalty Expo June 4-6 in Orlando, FL. Mark Johnson, CEO of Loyalty360, spoke with Joe Mays, Director, Loyalty & CX Technology at Frontier Communications, about the upcoming presentation.
Could you give us a brief overview of your awards presentation that will be made at the 2024 Loyalty Expo?
Mays: Our presentation is really more of a story. It has a little bit of everything—from the normal stressors of any large program or initiative to preparing for the unknown. The majority of our team had never launched a rewards or loyalty program, so there was a whole lot of learning as we were “building the airplane while flying.”
Additionally, we are in the middle of a transformation as an organization, and the rewards program has been an integral part of that initiative. It’s great, but it also comes with high expectations and many eyes are on it.
We’ll discuss some of our hurdles and successes, and then we’ll talk about why we believe that sets us apart from so many others. Finally, we want everyone to feel exactly what it’s like to be a rewards member with Frontier. We’re going to do our part to share that experience in a special way with a little surprise packed into the Expo presentation.
Who do you think would benefit most from your award presentation at the conference?
Mays: Anyone and everyone who is currently affiliated with a loyalty or rewards program would benefit. Our story includes many items that need to be planned for and considered during the process. We’ll share a selection of those items in the presentation.
Individuals and organizations looking to launch a new program or simply reinvent their own would benefit the most because our story touches on that process exactly. We’ll share the steps required to make the integration. The presentation also includes lessons learned from those steps that didn’t quite work so well.
It would’ve been great to attend an expo like this one when we were in that early ideation/decisioning stage. That might’ve helped us shape our program. Hopefully, we can give back this year and help others.
What are a few key takeaways attendees can expect to learn from your awards presentation?
Mays: They can expect to learn some cool industry differentiators and generate ideas for putting their customers first. For example, one of those ideas is giving back the loyalty customers show organizations—centered around a philosophy of no strings attached, no points to track, no levels to climb, and no cryptic codes to decipher. In other words: hassle-free rewards as thanks.
Showing brands the plausibility of that is key because it can correlate to those important metrics of program adoption, engagement, churn, and all those items needed for long-term sustainability of any program. But most importantly, they’ll take back the knowledge of how happier customers are created with a program like this.
--
Please visit LoyaltyExpo.com to learn more about Loyalty360’s upcoming Loyalty Expo, including details on the event agenda and how to register.