Personalisation That Works: Insights from the Zonal Loyalty Podcast

In Episode 3 of the Zonal Loyalty Podcast, our CEO Dan Brookman joined Chris Fletcher (Tech on Toast), Gillian Nicholson (Zonal), and Tom James (Bill’s Restaurants) to explore how personalisation and data can help brands cut through the noise.

Key takeaways from the conversation:

• Data reveals behaviour: Understanding why guests return is the first step in building loyalty.
• Relevance beats volume: It’s not about sending more messages, but about sending the right ones.
• Get the basics right: Operators who focus on meaningful, well-timed personalisation often outperform those chasing the latest trend.

Dan emphasised that hospitality CRM isn’t about persistence, it’s about delivering comms that feel personal, welcome, and valuable.

📺 Watch the full episode on YouTube
🎧 Or listen back on Spotify

At Airship, we believe that data is the foundation for lasting guest relationships and is your most valuable marketing tool.