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Big L Loyalty: The Power of Memorable Guest Experiences
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In today’s loyalty world, it’s not just about points and discounts—it’s about creating unforgettable guest experiences. Our guest, Darron Kirkley, shares that true loyalty goes beyond transactions and he explains that every guest interaction matters.
Whether it’s a warm welcome or a thoughtful gesture, these moments build emotional bonds and make a brand memorable. Instead of only offering rewards, brands should invest in experiences that make customers feel valued and connected.
Marketers, the lesson is simple: shift your focus from transactions to experiences, and build loyalty that lasts.
Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years. Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership. Hosted by
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