205 – Member Care for Loyalty Marketers

In this elective course, students will learn best practices for member care within a loyalty program context.

Students will receive an overview of the Member Care and contact center requirements to support loyalty program needs. Course includes considerations for the expected member experience required from agents, operations, metrics and reporting.

Technology will also be reviewed in terms of existing requirements and upcoming trends; as well as the benefits to completing member care in-house or outsourced to a third party (in-country or out-of-country).

The key takeaway from this course will be an understanding of how to establish an operationally effective, well trained/ motivated Member Care team, which is technologically advanced to enable differentiation.