Paula Thomas is the host of “Let’s Talk Loyalty, an industry podcast for loyalty marketing professionals.
Let's Talk Loyalty Podcast

#32: AAdvantage and American Airlines – Caring for Loyal Customers Through Challenging Times

As President of the AAdvantage Program and Vice President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of the world’s most popular loyalty programs.

Founded in 1981, the American Airlines Advantage program boasts almost 40 years of expertise with a clear intention to continually delight customers — even during this current quarantine when so many of us cannot travel.

Bridget (who I am delighted has Irish heritage) shares how American Airlines is focusing on destination inspiration, exciting options to enjoy ground-based rewards, as well as innovative “lifetime status” opportunities in order to keep customers engaged. Plus some of the key lessons she and her team have learned along the way.

[Editor’s Note: If you are reading this and you serve a market that you feel like we are not covering adequately, then please reach out to submissions@thewisemarketer.com. We welcome ambassadors from the professional loyalty marketing / customer loyalty industry that are willing to participate. We can give your “local insights” a “global platform”. Thanks for reading.]

Last week’s episode: #31: Innovative Ideas and Emerging Tech in Loyalty

#32: AAdvantage and American Airlines – Caring for Loyal Customers Through Challenging Times
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