Dear readers,
When I interviewed IAG Loyalty CEO Adam Daniels last month, I did not expect him to share so much detail about his mistakes in the wine business, including the challenge of forecasting how much champagne its UK customers would buy. “We’ve now got it right, but certainly in the first few months, we kept running out of champagne,” he told me.
But upon further reflection, it makes sense. I’m used to chatting with North America-based loyalty executives who talk about credit cards…
