Loyalty Leadership In a Crisis
Cécile 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 Cécile 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.
This article was first published by Let's Talk Loyalty. Permission to use has been granted by the publisher.