#311: Loyalty Leadership In a Crisis
Cecile Henry is the IBL Group Loyalty Manager. She manages their home country loyalty programme in Mauritius called Wiiv rewards.
Wiiv Rewards is a multi-award winning loyalty programme, despite only being 3 years old, having launched in 2019. However, today’s show is not about the programme per se nor its awards, but it is about how Cecile and her team turned around an immediate crisis of technology provider insolvency, with less than 24 hours' notice.
It is a remarkable insight into loyalty leadership, putting customers first, the power of communicating and customer service, and the courage to tackle such a crisis head-on.
Show Notes:
1) Wiiv Rewards
2) IBL Group