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 it back in a business context. The magic of loyalty cannot be explained with numbers. Like falling in love – the magic of loyalty is a moment in time that you […]

The post The Magic of Loyalty appeared first on Travel Data Daily by Mark Ross-Smith

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 what the customer experience should be. Very few airline employees have ever held elite status in their career – and that creates a significant disconnect between airline management and loyal […]

The post Joy – The New Airline Loyalty Metric appeared first on Travel Data Daily by Mark Ross-Smith

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 profitable and successful years for the airline. These tips are brutally honest. No sugar coating today. Put your seat in the upright position, fasten your seatbelt by putting the buckle […]

The post 5 Tips For Pitching Your Product To An Airline Loyalty Program appeared first on Travel Data Daily by Mark Ross-Smith

Looking back over the past 10-years, could we have predicted the airline loyalty industry would be where it’s at today? Could we have predicted that airlines would buy-back loyalty programs they once had sold to third parties? Could we have predicted that United Airlines would stop rewarding members based on distance? Okay, yes, we probably […]

The post 5 Predictions for Airline Loyalty in 2020 appeared first on Travel Data Daily by Mark Ross-Smith

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 ooze optimism and are a sign of strength for the loyalty program. In recent years seen a bunch of new airline loyalty tiers hit the market – including some […]

The post Creating a new airline loyalty status tier – [Part One] appeared first on Travel Data Daily by Mark Ross-Smith

Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members. Last week, Qantas announced an overhaul of the frequent flyer program. The Australian media hyped up interest, but do the changes live up to the “biggest change in the programs 32 years?” This article will dissect the underlying logic behind the changes, […]

The post Under the Hood: What the Qantas Frequent Flyer Changes Really Mean For Members appeared first on Travel Data Daily by Mark Ross-Smith

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/disloyalty, responses to promotions and other incentives. We know their favorite seat, their favorite day to fly, their preferred car hire, hotel, grocery store, their favorite wine, who they travel with, […]

The post Bad Data: When Big Data Lets You Down appeared first on Travel Data Daily by David Feldman