28 March 2017
Small airlines are often tempted by the comfort of teaming up with a major FFP rather than setting up an own scheme, but this comes with a major strategic danger. The case study of Faroe’s Atlantic Airways.
Author Archive
15 March 2017
Although I consider myself a rationale person, loyalty programs sometimes even work on me and influence my behaviour. But when a good intention turns into a nightmare, it certainly destroys any well-meant intention to become loyal.
19 January 2017
Some CRM basics might be well known. But not always they are executed by frontline staff, pointing to the huge industry issue between boardroom knowledge and delivery at customer touchpoints. A recent experience.
16 January 2017
Everybody knows that small attentions like a box of chocolate or a flower bouquet at the right time can have a great impact. Also companies can leverage the power of such soft factors to create positive customer experience, leading ultimately to loyalty.
23 December 2016
Alaska Airlines and Virgin America might be about to merge, but the more interesting news comes actually from looking at Alaska Airlines and Virgin Atlantic. They both show how sticking to a mileage currency can still work.
23 November 2016
The upcoming relaunch of Hyatt’s loyalty program has been welcomed overwhelmingly positively. But it raises the interesting question of how global loyalty program strategies can and should be.
14 November 2016
No doubt that fraud is one of the burning issues for many travel loyalty programs. But before looking into remedies, it is worth understanding what fraud is all about since there is a lot of confusion about this point, created often by self-proclaimed specialists.
28 September 2016
No doubt, loyal customers are as important to hotels as to airlines. But hotels might make it unnecessarily difficult for their customers, undermining the whole concept of traditional hotel loyalty in face of changing market conditions.
01 June 2016
When HNA Group buys into Virgin Australia, this might have no impact on global loyalty strategies. But if you look at it from a bigger perspective, there are indeed things to think about – or to worry about in most cases.
13 May 2016
The airline loyalty industry is still heavily relying on credit cards to make their business highly profitable. But is this truly a sustainable strategy? Some tend to oversee the clear warning signs on the horizon.
