This week, we revisit our conversation with Kim Hardaker, Former Vice President of Loyalty & Partnership from Etihad Guest, the award-winning loyalty programme of Etihad Airways. With more than 7 million members worldwide, Kim shares how the programme evolved to stay relevant during a period of unprecedented disruption, including the launch of its remarkable “World of Thoughtfulness” campaign.
A self-confessed data enthusiast, Kim also reveals fascinating loyalty insights and demonstrates how brands can create deeper emotional connections with customers when they need them most.