Saturday, October 23, 2021
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...

Leadership Interview: The Importance of Loyalty in a Time of Crisis

The Loyalty Summit hosted the first in a series of online webinar events, with the recent event titled The Importance of Loyalty in a...
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,...
the magic of loyalty

The Magic of Loyalty

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...
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...

Segmenting frequent flyer loyalty member databases

Step by step guide on segmenting frequent flyer member databases. Want to dive deeper than traditional segmenting? Check out my other article on Propensity Modeling...

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...

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...
airline fly over city

The 4 Keys to Running a Future Successful Airline

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...
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...
airbus

5 Predictions for Airline Loyalty in 2021

Each year I publish in advance my thoughts and insights as to where the travel loyalty industry is heading. While 2020 was a tough one...
Airline Boardroom

Airline Loyalty is a C-Level Role

In 2020 -  United Airlines announced a US $5B loan secured by MileagePlus, proving once again that the Loyalty Program is more valuable than...

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...

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...

Predicting Loyalty Churn – Cathay Pacific Marco Polo [Case Study]

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...
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...
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...
new loyalty status tier card

Creating a new airline loyalty status tier – [Part One]

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...
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...

Leadership Interview: Can Airlines Have Too Many Elite Members?

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...
airline loyalty data

Monetizing Data: How Much is Airline Loyalty Data Worth?

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...
changing frequent flyer programs

Should airline management be forced to pay full price for tickets?

Why are frequent flyer programs constantly changing? Before we get to the nitty-gritty of frequent flyer programs logic, consider the following scenarios: You pay full price...

Leadership Interview: Time For A Loyalty Reboot

The Aviation Festival Asia is hosting a series of leadership interviews with experts in their respective fields to discuss key airline challenges, insights and...

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...
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Leadership Interview – Building Data Science Teams

I recently had the pleasure of speaking with Jeremy Adamson, who is the author of the recently launched publication, titled Minding the Machines -...