Wednesday, April 26, 2017

Are frequent flyer miles a liability for FFPs?

Are miles a liability for frequent flyer programs? At the end of 2015, members of the American Airlines AAdvantage program had over 853 BILLION frequent...

Disrupting loyalty: How can hotels become enablers, not just destinations?

The location is everything in the hotel world. But are hotels doing enough to make the most of their locations and enable better experiences for...

Are Predictive Analytics In Marketing Helping The Wrong People?

The rise of predictive analytics has brought many benefits to marketers. The tremendous amount of both real-time and historical data available about customer behaviour...

Bad Data: When Big Data Lets You Down

Big Data in loyalty programs is being used to learn detailed profile metrics on our customers and use predictive semantics to identify triggers of...

How To Monetize Award Inventory in the Age of Data-Driven Travel

Airlines across the globe remain focused on maximizing utility of their existing digital assets, including their highly lucrative loyalty programs, which in the US...

Reimagining customer loyalty: Why it’s about more than just a card

There are indications that the level of interest towards brand loyalty remains increasingly strong. Do a quick search in Google Trends and interest in the topic of...

IHG turns its back on loyal OTA guests

Intercontinental Hotel Group (IHG) is the latest major global hotel chain to cut off loyalty perks for elite loyalty members who make their reservations...

Drive New Revenue by Adding Elite Benefits

What if frequent flyer programs could drive new revenue by adding elite benefits? This scenario is one I've been hypothesizing recently. Airline and hotel loyalty program...

Segmenting frequent flyer loyalty member databases

Step by step guide on implementing a customer segmentation solution - without paying millions for an enterprise platform. Customer micro-segmentation is without a doubt one...

The Future of OTA Loyalty Programs

Online Travel Agents (OTAs) are known as an efficient distribution channel for hotel rooms, but with more major hotel brands pushing direct bookings to...

Velocity Frequent Flyer Program Updates

Virgin Australia's loyalty program - Velocity Frequent Flyer made a host of fundamental core changes to the loyalty program this past week. Most notably are...

How Airlines Measure Loyalty

For years, the airline loyalty industry has been debating over what the definition of a high-value customer is. One that spends big on airline...

Commercializing frequent flyer program member data

I recently shared an article on how airlines are using information to individually price airfares and extract maximum value from passengers which was thought...

The Perfect Frequent Flyer Program

Dear Frequent Flyer Programs of the World, Thank you for making 2016 a year to remember in the loyalty business. A year of devaluation announcements, revoking...

Cathay Pacific Marco Polo Program Changes

Cathay Pacific announced changes to the Marco Polo program today which come into effect for all flights taken after April 16, 2016. These changes have...