Monday, April 6, 2020

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...

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...

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...

How Big Data Is Driving Loyalty Program Revenue

It's often thought that loyalty programs are designed to reward customers with special offers, treats, and discounts in the hope of retaining their business...
airline loyalty programs

5 Tips For Pitching Your Product To An Airline Loyalty Program

Pitching your product to an airline loyalty program? Here are 5 tips from someone who has run a global airline loyalty program into the most...

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...

Loyalty: On the Cusp of Major (R)Evolution

Loyalty program announcements so far this year indicate a major sea change. From the customer perspective, it amounts to a Revolution - where brands...
loyalty for everyone

Loyalty for Everyone – Does it Pay Dividends?

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

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...
Use data intelligence to understand your customers

Using data intelligence to understand your customers

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...

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...
Joy Airline Metric

Joy – The New Airline Loyalty Metric

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...

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...
united mileage plus

United Airlines Breakdown: MileagePlus Loyalty Program Changes

Breakdown of the United Airlines MileagePlus Program Changes. Recently, United Airlines MileagePlus announced that from November 15th, 2019, the program would be changing. The program will...
shadow member loyalty

Shadow Loyalty Members – The Revenue Hiding in Plane Sight

Take a moment to consider the following: Who are the most valuable passengers to the airline? How do the airlines track and measure total...

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...
loyalty game mechanics

Using Loyalty Game Mechanics to Increase Revenue Per Seat

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...

Making Loyalty Programs Work Harder for Airline and Hospitality Brands

The rise of low-cost carriers over the last decade is putting the airline industry under acute pressure, with the race to the bottom getting...
Loyalty and Revenue Management

Loyalty & Revenue Management – The Super Duo

"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...

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...
Virgin Australia Velocity

Virgin Australia to buy back 35% stake in Velocity for $700M

Did Velocity really double in value over 5 years and is it worth AUD $2bn? Virgin Australia announced its intention to buy back its 35%...
Cathay Pacific Extend Elite Status

Should Airlines & Hotels Extend Elite Status in Times of Crisis?

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,...

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...
qantas

Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members

Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members. Last week, Qantas announced an overhaul of the frequent flyer program. The Australian...
liability management

Loyalty Program Liability Management in the Age of COVID-19

A famous statistician once said, "All models are wrong, but some are useful." This could not be truer for loyalty program models in our current...

Loyalty Program Liability Management in the Age of COVID-19

A famous statistician once said, "All models are wrong, but some are useful." This could not be truer for loyalty program models in our current...