This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi.

With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, finding new ways to reward members who are keen to stay connected while staying home.

This episode features Kim Hardaker, a self-confessed "data nerd" who shares a compelling loyalty statistic and then explains their new and extra-ordinary "world of thoughtfulness" campaign - a great example of building emotional loyalty at a challenging time.

This episode is sponsored by Valuedynamx (Part of Collinson Group)

Show Notes:

1) Kim Hardaker - Head of Etihad Guest programme

2) Etihad Guest - Loyalty Programme of Etihad Airways.

3) Etihad Guest relaunches award winning Etihad Guest loyalty programme

4) Etihad Guest launches world first seamless miles redemption proposition via new mobile app

5) Etihad Guest rewards members while staying home

6) World of Thoughtfulness campaign