impact of emotional connection in customer loyalty webinar

[WEBINAR] The impact of emotional connection in customer loyalty programs

Our webinar gives an exclusive first look at ITA Group’s latest customer loyalty study, conducted with our market research firm CMB. Join us on Thursday, October 9, 11 a.m. CT to discover how emotional connections create value in a loyalty program.

 

Key takeaways

The webinar will highlight what 5,000+ customers of more than 50 top brands shared about loyalty programs and offer strategic next steps.

  • Why emotional connection is critical to loyalty program success
  • Which program elements spark emotional bonds
  • The biggest barriers that weaken customer connection
  • A proven formula for building emotional connection
  • 3 key focus areas to shift perception and strengthen loyalty 

You’ll also hear from CMB on their methods for conducting the survey and AI tools leveraged for results.

 

Who should attend the customer loyalty webinar

  • CMO/other C-suite roles
  • VPs and Directors of Marketing
  • Loyalty Managers 
  • CX Directors and Managers

You’ll leave with actionable strategies to strengthen emotional ties and move customers from transactional to loyal advocates.

Webinar speakers 

Chris Jones

Chris Jones, Senior VP of Engagement Solutions, ITA Group 

Chris is passionate about creating emotional connections between brands and customers by designing and delivering compelling customer experiences. His 30 years of experience across numerous industries serves as a foundation for personalizing solutions for every client. As Senior Vice President of Customer Engagement Solutions at ITA Group, he and his team help brands engage their customers in ways that deepen relationships and create long-term value. When Chris isn’t working or volunteering at nonprofits in the Des Moines community, you can find him attending soccer matches of his three sons or professional teams, being active outdoors and becoming a soon-to-be expert guitarist.

Amanda McMahan

Amanda McMahan, Insights Director, CMB 

Amanda transforms data into strategic impact to drive success. She’s worked with top brands, bringing expertise across multiple industries and audiences in varying methodologies such as market segmentation, brand tracking and consumer journey mapping. A proficient project manager and analytics pro, she specializes in solving unique business challenges in tech and telecom using advanced techniques like choice modeling and key driver analysis.

Why emotional connection matters with customer loyalty

Emotional connection isn’t just a feel-good concept—it’s a powerful driver of loyalty program performance.

Our latest research shows that customers who feel emotionally connected to a brand visit and spend up to 4x more than those who don’t. This webinar unpacks why emotional connection is essential to building lasting customer relationships and driving measurable business outcomes.

Strategies to strengthen customer loyalty through emotional connection

Building emotional connections takes a strategic approach backed by data. In this exclusive preview of our latest research, you’ll gain insights into the specific program elements that spark emotional bonds with customers. We’ll also explore the biggest barriers that weaken connection and how to overcome them. Plus, you’ll leave with a proven formula for building emotional connection that can be applied to any loyalty strategy.

In case you missed it: First edition of customer loyalty research 

Eagerly anticipating the latest research? While you wait, check out the first edition of our research for more insight into what customers really think about their loyalty programs. 

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