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 […]

The post Rethinking Elite Status Downgrades appeared first on Travel Data Daily by Mark Ross-Smith

Lessons from online dating help show why a status match programme is the best way for airlines to acquire high-value passengers, fast. Consider online dating, and you might imagine gorgeous girls and hunky guys falling in love at first swipe. The reality is not so sweet, as robot profiles, matches that go nowhere and a […]

The post Status Match Would Be The Cover Photo of An Airlines Dating Profile appeared first on Travel Data Daily by Oliver Ranson

I recently had the pleasure of speaking with Jeremy Adamson, who is the author of the recently launched publication, titled Minding the Machines – Building and Leading Data Science and Analytics Teams [Available on Amazon]. Jeremy has a strong background in building and leading big data and analytics, teams, and it’s no surprise that in […]

The post Leadership Interview – Building Data Science Teams appeared first on Travel Data Daily by Mark Ross-Smith

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 […]

The post The Magic of Loyalty appeared first on Travel Data Daily by Mark Ross-Smith

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 […]

The post Leadership Interview: Qatar Airways & Mastercard on Monetizing Data appeared first on Travel Data Daily by Mark Ross-Smith

Some of the hot topics in the loyalty industry right now are Managing Liability, Member Redemptions & Member Engagement. How important is it for Loyalty Programs to strike the right balance between financial and non-financial objectives, and is there a greater purpose which can be served at this time? On this weeks Loyalty Leaders Insights […]

The post Leadership Interview: Managing Liability, Engagement & Redemptions appeared first on Travel Data Daily by David Feldman

Extend elite status or Not to extend elite status? That’s the million-dollar question circling around the travel loyalty industry lately. The unprecedented grounding of aircraft, significant decline in demand, and empty hotel rooms are forcing management to be creative and discover new ways to generate cash, stimulate demand, and in some cases – survive as […]

The post Should Airlines & Hotels Extend Elite Status in Times of Crisis? appeared first on Travel Data Daily by Mark Ross-Smith

“Show me the money!” That’s what Jerry Maguire says to keep his Client in Cameron Crowe’s 1996 film starring Tom Cruise in which Jerry, a sports agent, is let go by his employer and finds his own way. It’s also an excellent mindset for those seeking successful airline careers. Over the last 40 years, the […]

The post Loyalty & Revenue Management – The Super Duo appeared first on Travel Data Daily by Oliver Ranson

Take a moment to consider the following: Who are the most valuable passengers to the airline? How do the airlines track and measure total passenger loyalty? Today, airline loyalty members represent between 20% and 70% of total pax depending on the airline, and it means there is a significant percentage of passengers who are not […]

The post Shadow Loyalty Members – The Revenue Hiding in Plane Sight appeared first on Travel Data Daily by Mark Ross-Smith

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 […]

The post Monetizing Data: How Much is Airline Loyalty Data Worth? appeared first on Travel Data Daily by Mark Ross-Smith

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, […]

The post Creating a new airline loyalty status tier [Part Two] appeared first on Travel Data Daily by Mark Ross-Smith

Creating a new loyalty status tier can make or break loyalty program economics. From both internal and public perception – new loyalty tiers are exciting! They ooze optimism and are a sign of strength for the loyalty program. In recent years seen a bunch of new airline loyalty tiers hit the market – including some […]

The post Creating a new airline loyalty status tier – [Part One] appeared first on Travel Data Daily by Mark Ross-Smith

Loyalty game mechanics can be a massive revenue driver for both airlines, and their frequent flyer programs. Getting to the advanced state of leveraging from loyalty game mechanics requires data collection, loyalty tracking, and booking integration. Frequent Flyer Tracking Metrics Do your frequent flyers go out of their way to spend more with the airline? […]

The post Using Loyalty Game Mechanics to Increase Revenue Per Seat appeared first on Travel Data Daily by Mark Ross-Smith

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 […]

The post How airline loyalty programs use big data to drive new revenue appeared first on Travel Data Daily by Mark Ross-Smith

Airline loyalty breakage is growing discussion point for many frequent flyer programs Len Llaguno – Founder and CEO of SnapShotML, firm providing a financial measurement for loyalty programs, about the challenges that loyalty programs face when trying to optimize the tradeoff between breakage and engagement. He has spent nearly ten years helping many of the […]

The post Breakage vs Engagement: The Financial Question for Loyalty Programs appeared first on Travel Data Daily by David Feldman

NB: Originally published on UXPAMagazine.org, Sep 2017 edition and available on jpang.io. Layout adapted for UX purposes. Great UX is data-driven. The data itself is usually seen as numeric quantitative data, but in many contexts, that’s not a sufficient descriptor. Let’s take online shopping as an example. We browse online for the best prices, visit retail […]

The post Diversify the Data in Data-driven Design: Creative Pairings of Quant and Qual appeared first on Travel Data Daily by Jessica Pang

Cathay Pacific Marco Polo loyalty program changes in 2015 could have cost the company over $1B in lost revenue Big data can now predict when a high-value frequent flyer is unhappy with an airline loyalty program and is at greatest risk of switching their business to another carrier, and loyalty program. Cathay Pacific Marco Polo […]

The post Predicting Loyalty Churn – Cathay Pacific Marco Polo [Case Study] appeared first on Travel Data Daily by Mark Ross-Smith

Exclusive Interview: Over recent years, Asian hoteliers have witnessed a huge influx of data delivered by online reviews, social media and the ever-increasing number of travel sites. Charles Wang, Regional Head of Advisory Services, IDeaS Revenue Solutions, spoke with 4Hoteliers and shared some insights on the topic of big data. Are Asian hoteliers today overwhelmed […]

The post Are Asian Hoteliers Today Overwhelmed by Data? appeared first on Travel Data Daily by News