ECP Team Hits the Road to Enhance Customer Experience with New Payment Card

As the new MILITARY STAR® card rolls out, the Exchange Credit Program (ECP) hit the road to collaborate with store teams to improve marketing efforts.

From Oct. 14 through Nov. 22, ECP associates visited 12 key locations across the U.S., connecting with store teams at Fort Buchanan, Travis Air Force Base, Joint Base San Antonio-Lackland, Joint Base San Antonio-Randolph, Joint Base San Antonio-Fort Sam Houston, Fort Carson, Sheppard Air Force Base, Fort Campbell, Joint Base Lewis-McChord, Fort Sill, Patrick Space Force Base and Fort Gregg-Adams.

“Given the significance of this program, we wanted to gather field feedback to refine our current marketing and training approach, building on our strengths for future growth,” said Julie Leenders, the Exchange’s director of credit program business development. “Collaboration with the field is essential, especially with a launch of this scale. The field team is doing an incredible job executing the program, which has energized our team to explore new ways to support them.”

Patrick Space Force Base associates team with Exchange Credit Program specialist to promote the new MILITARY STAR card. From left: Sales Area Manager PowerZone/Hardlines Roxanne Culp; Assistant Store Manager Annie Bush; Inventory Control Associate Yuko Legall; ECP Business Development Specialist Cory Dugas; ECP Communications Specialist Alesis Collins; and Patrick Main Store Manager David Gentry.

In-store visits were led by a team of ECP associates who work closely with store teams. They trained store associates and answered questions from both associates and cardholders. With hands-on support, the ECP team ensured that MILITARY STAR ambassadors and store associates understood how to market the card and engage new concessions and restaurants new to accepting the card.

Madison Dulleck, a MILITARY STAR ambassador at Fort Campbell who participated in the training, found the training beneficial.

“The trainers provided a lot of insight to the benefits that a lot of associates weren’t aware of,” Dulleck said. “I’m hoping to see a boost in applications now that everything has been explained and our team understands the benefits well.”

In October, the team provided recorded training sessions to stores to prepare them for the new cards’ arrival, giving store associates the resources they needed to support Exchange shoppers.

Army MWR facilities will also receive signage kits throughout November, marketing the card at their locations. MILITARY STAR card integration with Air Force services is planned. With ongoing support from the ECP team, the Exchange continues to serve those who serve with superior customer service.

Watch a video session here.