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#488: ITA Group on Quantifying Emotional Loyalty: Turning Connection into Measurable Business Impact
Manage episode 518923007 series 3272525
In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth.
As a returning guest, Jones expanded on themes from his previous conversation, sharing findings from ITA Group’s latest research on emotional connection and how it amplifies the impact of value and ease within loyalty programs.
Chapters
1. Welcome And Guest Intro (00:00:00)
2. ITA Group’s Loyalty Scope (00:00:40)
3. Quantifying Emotional Connection (00:01:22)
4. Shifts In Brand Priorities (00:02:38)
5. Advocacy: Benefit Plus Emotion (00:03:28)
6. Operationalizing Appreciation (00:04:44)
7. Non‑Monetary And Experiential Value (00:06:14)
8. Building Community And Belonging (00:08:06)
9. Selling Emotional ROI Internally (00:09:37)
10. AI’s Role In Loyalty (00:11:06)
11. Connecting Employees, Channel, Customers (00:12:18)
12. Quickfire Questions And Wrap (00:13:26)
489 episodes
#488: ITA Group on Quantifying Emotional Loyalty: Turning Connection into Measurable Business Impact
Manage episode 518923007 series 3272525
In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth.
As a returning guest, Jones expanded on themes from his previous conversation, sharing findings from ITA Group’s latest research on emotional connection and how it amplifies the impact of value and ease within loyalty programs.
Chapters
1. Welcome And Guest Intro (00:00:00)
2. ITA Group’s Loyalty Scope (00:00:40)
3. Quantifying Emotional Connection (00:01:22)
4. Shifts In Brand Priorities (00:02:38)
5. Advocacy: Benefit Plus Emotion (00:03:28)
6. Operationalizing Appreciation (00:04:44)
7. Non‑Monetary And Experiential Value (00:06:14)
8. Building Community And Belonging (00:08:06)
9. Selling Emotional ROI Internally (00:09:37)
10. AI’s Role In Loyalty (00:11:06)
11. Connecting Employees, Channel, Customers (00:12:18)
12. Quickfire Questions And Wrap (00:13:26)
489 episodes
All episodes
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