Losing elite status in an airline or hotel loyalty program doesn’t mean a member is done travelling—or done with your brand. Too often, brands treat every downgraded member the same, missing a critical opportunity to retain high-value customers. By understanding the distinct profiles of downgraded elites, loyalty programs can tailor retention strategies to keep the […]

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The magic of loyalty is something we’ve all experienced in our lifetimes, and yet, few of us can articulate that powerful feeling while linking it back in a business context. The magic of loyalty cannot be explained with numbers. Like falling in love – the magic of loyalty is a moment in time that you […]

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Data monetization — the new loyalty buzzword?! Earlier this week I spoke with top industry experts on loyalty data monetization,  Christian Hylander from Mastercard and Dianne Robillos from Qatar Airways. Airlines and their Loyalty Programs are facing renewed pressure to be the heroes of the airline comeback story — and rightly so — airline elite […]

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Successful data-driven airlines typically attribute value of the airline loyalty data they collect within the loyalty program based on the commercial application of that data. That is to say – how much top-line revenue that data can generate versus what income could be generated without that data. That is why investors, financial analysts and board […]

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Creating a new airline loyalty status tier – part two In the previous paper, creating a new airline loyalty status tier – part one, we looked at loyalty member behaviour challenges and how a new elite tier would be viewed from both the program and member perspective. This article picks up where part one left, […]

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Do you understand your customers? How do airlines identify customer needs? How can loyalty programs use that data to improve customer loyalty? Understanding your customers is more important now than at any other point in the history of the business. Customers have a choice of which brands they want to transact with, and if your […]

The post Using data intelligence to understand your customers appeared first on Travel Data Daily by Mark Ross-Smith

Measuring loyalty success through share of wallet tracking is more powerful than traditional metrics. What would your frequent flyer program do if the most valuable frequent flyer started flying with a direct competitor? Does the program know how much share of wallet is being captured? Which tracking tools does the program have set-up to send […]

The post Measuring Loyalty – Tracking passengers who fly with competing airlines appeared first on Travel Data Daily by Mark Ross-Smith

How airline loyalty programs use big data to drive new revenue The past few years have seen a wave of travel companies member accounts compromised which have rocked the industry. Cathay Pacific had 9.4M accounts compromised. British Airways had 380,000 card payments breached. Raddison hotels had up to 10% loyalty program accounts compromised. Hyatt twice […]

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This month in Talking Data, Travel Data Daily spoke with Jonathon Wardman, Vice President CRM at Hilton about hotel guest data, how Hilton is leveraging the use of data, and the success of the much publicized Stop Clicking Around campaign. Jonathon has been with Hilton for over 10 years in business technology roles. For much of […]

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How can airlines, hotels, and travel companies leverage dark data capabilities? Every organization collects, stores and retains portions of dark data. It’s the digital equivalent of emotional baggage which hangs around after every user interaction, transaction, and customer engagement. In fact, not using data effectively is costing United Airlines almost $1 Billion annually in lost […]

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  In a recent blog post we discussed the importance of data quality. In this post, we provide you with seven ways you can improve the quality of your data and ensure it is fit for purpose. Continually improving the quality of your data is essential to remain ahead of your competition. Failure to keep […]

The post Ensuring CRM Data Is Fit For Purpose appeared first on Travel Data Daily by News

Step by step guide on segmenting frequent flyer member databases. Want to dive deeper than traditional segmenting? Check out my other article on Propensity Modeling and Advanced Segmentation. Customer micro-segmentation is without a doubt one of the most robust methods for extracting value from your database, and a must for every frequent flyer loyalty program. […]

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I recently shared an article on how airlines are using information to individually price airfares and extract maximum value from passengers which was thought provoking and insightful for many aviation industry, business intelligence and travel data professionals. With all the overwhelming feedback and questions I received, I wanted to dig deeper into the big data […]

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