Customer Experience FTW: Isaiah Oduor on Loyalty Personality Quiz

What makes a loyalty program truly stand out? For Isaiah Oduor, CRM and Loyalty Systems Specialist at Kenya Airways, it all comes down to the experience.

In this episode of The Loyalty Personality Quiz, we put Isaiah in the hot seat to discover how he really thinks about rewards, program design, and what loyalty means when you’re not behind the dashboard—but in the customer’s shoes.

“I love the experience of loyalty. Being recognized. Being seen. Being appreciated.”

He’s thoughtful. A little picky. And he’s not afraid to call it like it is: if the experience isn’t great, the loyalty won’t last.

🎬 Watch the latest episode below to see which personality type matches Isaiah’s perspective and whether he agrees with the result.