A strong loyalty program can offer meaningful rewards, personalized communications and an intuitive digital experience. But when a member needs help, the experience often comes down to one employee and one moment. If that employee cannot see the benefit, explain the value or resolve the issue, the customer does not experience an internal training gap. They experience a brand that did not come through.
In this webinar, Max Kenkel, Sr. Manager – Customer Loyalty and Tanya Fish, Sr. Manager – Employee Experience from ITA Group will connect customer loyalty strategy with employee experience to show why frontline enablement is a critical part of the loyalty strategy, not an afterthought. Drawing on ITA Group's loyalty research and broader employee-engagement evidence, they will explore the loyalty handoff: the point where a program promise becomes an employee action, a customer feeling and, ultimately, a business outcome.
Attendees will leave with practical ways to strengthen enrollment, redemption and service-recovery moments; equip employees with clarity, practice and decision authority; and test the approach through a focused 30-day pilot.
This session is designed for loyalty, customer experience, marketing and people leaders who want to move beyond program mechanics and make the loyalty promise easier for employees to deliver and customers to feel.