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...
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...
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...
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...
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...
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...
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...
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: 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...
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 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...
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...
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...
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...
Leadership Interview: Managing Liability, Engagement & Redemptions
Some of the hot topics in the loyalty industry right now are Managing Liability, Member Redemptions & Member Engagement.
How important is it for Loyalty...
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...
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...
Status Match Would Be The Cover Photo of An Airlines Dating Profile
Lessons from online dating help show why a status match programme is the best way for airlines to acquire high-value passengers, fast.
Consider online dating,...
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...
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...
Creating a new airline loyalty status tier [Part Two]
Creating a new airline loyalty status tier - part two
In the previous paper, creating a new airline loyalty status tier - part one, we...
Loyalty Status Matching – What’s the Future?
According to research by Loyalty Data Co, up to 60% of all Status Match submissions are fraudulent.
With no way to know how many times...
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...
Airline Loyalty Predictions for 2022
Each year I review past loyalty predictions and make new predictions for the upcoming 12 months.
The report card for my 2021 predictions is 4...
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...
The New Frontier For Loyalty: Making Money
The New Frontier For Loyalty: Making Money
Large firms often use the latest buzzwords to make it sound like they know something about loyalty that...
