Customer Experience

The airline industry is on its knees and at the mercy of Governments, Shareholders and cashed-up billionaire investors who've always wanted to be millionaires. With...

Can airlines and hotel loyalty programs have too many elite members? What happens to the core business when programs are top-heavy on elites? Does the core...

According to research by Loyalty Data Co, up to 60% of all Status Match submissions are fraudulent. With no way to know how many times...

Industry veterans, Dave Canty and Phil Gunter join the Loyalty Summit WebCast to discuss reinventing loyalty programs. In the Loyalty Leaders Insights discussion series, we...

What is the new normal for the aviation industry? Are we destined for an eternity of wearing masks, social distancing, quarantine periods, Government restrictions? Is the...

Airline feedback is broken. Everyone knows it, but nobody will admit it. Customer feedback surveys with static questions that demonstrate the airline has no idea...

Loyalty programs have been slowly opening up to a wider audience, but many brands are taking steps that are simply derivatives of traditional loyalty...

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...

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...

Change is in the air, and disrupting airline loyalty programs is coming from an unlikely source. Globally, airline loyalty programs generate billions of dollars in...

AirBnB & Noise data: How the data handshake improves customer experience Data's value increases when it's shared, and you can make money by selling it....