This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

Founded in 1981, the AAdvantage program is one of the world's first and biggest loyalty programs.

In early 2020, I interviewed Bridget Blaise-Shamai, then President of the AAdvantage program, and discovered the original strategic idea behind the program, some of it's most fascinating insights and how American Airlines was adapting to perhaps the most challenging time in its history.

This short summary show captures just some of what I learnt from this extra-ordinary success story, so listen to learn how a laser focus on customers can create extra-ordinary loyalty, even in this most competitive sector.

Show Notes:

1) AAdvantage Program

2) Bridget Blaise- Shamai

3) Let's Talk Loyalty with American Airlines Advantage Programme