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...
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...
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...
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...
Predicting Loyalty Churn – Cathay Pacific Marco Polo [Case Study]
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...
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...
Airline Loyalty Blockchain – Is it all hype?
Consider today's problem...
You take a flight to see family for Christmas, and you earn some frequent flyer miles...You buy a coffee from Starbucks once...
Breakage: Good or Bad for Loyalty Programs?
In our previous article exploring Loyalty Myths, we took a look at whether programs should be concerned about large points liabilities sitting on the...
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...
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...
Segmenting frequent flyer loyalty member databases
Step by step guide on implementing a customer segmentation solution - without paying millions for an enterprise platform.
Want to dive deeper than traditional segmentation?...
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...
How airlines & hotels profit from your data
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...
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...