New Directions for Customer Loyalty




Many retailers have made statements to shareholders and stakeholders expressing their commitment to become a customer-centric organization. Making the changes necessary to truly put the customer first in any business can be a challenging and complex task.

Developing a thoughtfully designed and well executed Digital Customer Marketing Strategy is the foundation for reaching this goal. Many retailers are finding that the outcome of that strategy may or may not include a formal Customer Loyalty Program. Essential to success in growing your customer base is the recognition that loyalty efforts have many touch-points across your organization.

This webinar outlines a new approach to unlocking high-performing customer loyalty in your business. We will cover the key elements to this approach, including:

  • Communications
  • Category Management
  • Operations
  • Human Resources
  • Marketing and Finance


About the Speakers

Bill Hanifin

Digital Customer Marketing - Practice Lead, Impact 21

Bill Hanifin leads the Digital Customer Marketing practice at Impact 21. He is a Certified Loyalty Marketing Professional (CLMP™) with over 20 years of experience developing and implementing Customer Loyalty Strategies designed to delight consumers and drive profitability for his clients. Bill has a passion to understand how people make purchase decisions, in turn helping brands unlock new ideas to engage customers in long-term profitable relationships.

Jeannie Amerson

Loyalty and Customer Engagement, Principal Consultant, Impact 21

Jeannie Amerson is a Loyalty and Customer Engagement Principal Consultant with Impact 21.  She has over 20 years experience in the convenience industry establishing and developing enterprise-wide loyalty strategies, supporting programs and member experiences.  She is driven by understanding consumer behavior and transforming customer loyalty from habit to passion.



Thank you to our speakers from


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Mobile and Loyalty