Do Feel Connect: The Loyalty Playbook.

Eight chapters, eight worksheets, and a glossary, in reading order.

Contents

1. How to Use This Playbook
2. Chapter 1: The Loyalty Illusion (Why), with Worksheet 1: The Loyalty Illusion Audit
3. Chapter 2: The Do Feel Connect Lens (What), with Worksheet 2: The Dimension Data Map
4. Chapter 3: The Eight Loyalty States (What), with Worksheet 3: The State Matrix Grid
5. Chapter 4: Signals, Scoring and Confidence (How), with Worksheet 4: The Signal Specification Sheet
6. Chapter 5: State Cards: From State to Action (How), with Worksheet 5: The State Card Template
7. Chapter 6: The Operating Rhythm (How), with Worksheet 6: The Monthly Loyalty Review Template
8. Chapter 7: Governance and Adoption (How), with Worksheet 7: Ownership Map and Change-Request Form
9. Chapter 8: Proving the Value (Benefits), with Worksheet 8: The Value Proof Sheet
10. Glossary

Compiled 5 July 2026.