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...
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...
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...
Loyalty Programs Need More Control to Fuel Growth of Airline Industry Valuations
According to a recent SEC filing, American Airlines AAdvantage generated $1B cash in Q2 2022, representing a 73% gross margin for the loyalty business.
American...
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...
Leadership Interview: Loyalty Platform Insights
When was the last time a loyalty platform vendor said their technology would generate more revenue for your organisation than it costs to buy...
Leadership Interview: Frontier Airlines Insights
"MASSIVELY INSIGHTFUL - Something all airlines can learn from". That is how Aviation Festival Americas organisers described the recent "What's the Status of Status"...
Positioning Airline Loyalty Programs for New Value Creation
This is my favourite podcast so far in 2022. Let's Talk Loyalty host, Paula Thomas, has a powerful conversation with loyalty industry heavyweight Mark...
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...
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...
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...
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...
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...
Leadership Interview: Qatar Airways & Mastercard on Monetizing Data
Data monetization -- the new loyalty buzzword?!
Earlier this week I spoke with top industry experts on loyalty data monetization, Christian Hylander from Mastercard and...
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...
Leadership Interview: Balancing Member Value vs Program Profits
The Loyalty Summit continues to host regular weekly Loyalty Webinars with special industry expert guest speakers.
In the Loyalty Leaders Insights discussion, we went all-out...
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...
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...
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...
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...
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%...
Leadership Interview: Reinventing Loyalty Programs
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...
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 & 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...
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...
Rethinking Elite Status Downgrades
Losing elite status in an airline or hotel loyalty program doesn’t mean a member is done travelling—or done with your brand.
Too often, brands treat...
