Amplifying Joy and Customer Loyalty feat. Delta’s Courtney Bradley

Room For Growth

The average Delta flier takes 22 years to reach Million Miler® status. A lot can happen in two decades and one million miles: our flight patterns shift, our jobs change, pandemics come to pass, and the technology powering the airline industry evolves. And yet, Delta has enabled a smooth ride through such an extended time horizon, building a best-in-class loyalty program and overall customer experience.

Courtney Bradley is Delta’s General Manager of SkyMiles® Engagement and Growth. She’s well acquainted with cult-like consumer bases: Courtney’s resume includes the likes of Nike, JetBlue, and Virgin Airlines. Courtney joins Billy and Billie to explore how her team engineers joyful brand interactions for its diverse consumer base. WillowTree and Delta’s growth experts discuss innovations in growth marketing, like brand partnerships and tech stack evolution, while underscoring the importance of cross-functional collaboration and human-centric communication.
Hot topics discussed:

• Which growth marketing metrics and KPIs Delta uses to measure loyalty program success
• Why and when Delta restructured its SkyMiles® and Million Miler® programs — and what strategies and tactics were critical to achieving such massive overhauls
• How Delta engages with (and ultimately delights) consumers across different demographics and behaviors

Keep the growth going:

• Read the episode transcription
• Connect with Courtney Bradley, Delta General Manager of SkyMiles® Engagement and Growth on LinkedIn
• Follow Billie Loewen, WillowTree Partner & VP of Growth Marketing on LinkedIn
• Follow Billy Fischer, WillowTree Partner & VP of Business Development on LinkedIn
• Connect with WillowTree on LinkedIn