Loyalty Programs

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...

When was the last time a loyalty platform vendor said their technology would generate more revenue for your organisation than it costs to buy...

Some of the brightest people in the travel sector have hung up their boots and are beginning new careers in other industries - and...

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...

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...

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...

Over the past two years -  airlines, hotels and travel companies extended complimentary status for elites because, Covid. These elite status extensions were mainly justified...

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 breakage is growing discussion point for many frequent flyer programs Len Llaguno - Founder and CEO of SnapShotML, firm providing a financial measurement...

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...

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...

Online Travel Agents (OTAs) are known as an efficient distribution channel for hotel rooms, but with more major hotel brands pushing direct bookings to...

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...

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...

Big Data in loyalty programs is being used to learn detailed profile metrics on our customers and use predictive semantics to identify triggers of...

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...

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...

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...

In our previous article exploring Loyalty Myths, we took a look at whether programs should be concerned about large points liabilities sitting on the...

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

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...

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...

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...

Change is in the air, and disrupting airline loyalty programs is coming from an unlikely source. Globally, airline loyalty programs generate billions of dollars in...