10 April 2019

With United announcing the removal of award charts in favour of a dynamic award pricing, many fear hidden increases of award prices. The more general question is though to what degree price increases in loyalty programs are justified at all.

02 April 2019

When loyalty managers are obliged to declare publicly why they offer third-party redemptions, the standard reply is to offer a wider choice to customers. Is this truly the honest answer in the case of airline and hotel programs?

25 March 2019

With all the necessary safety-related discussions, the current Max 8 discussion demonstrates that airlines and customers don’t speak the same language. This is also true when it comes to the loyalty question – and prevents actually many airlines to leverage the loyalty potential better.

06 March 2019

With Loyalty & Awards now safely behind us and all delegates returned from Paris, it is time for a – very personal – review on the event, which did represent a certain management challenge for a medium-sized organisation like ours.

02 January 2019

With an increasing number of non-air partnerships coming to a silent end, the critical question for loyalty managers should perhaps be why this is happening at all and what can be done to avoid that things turn sour between partners.

18 October 2018

The other day, I was confronted with the typical question of an investigative journalist. “What is new in the travel loyalty market?” But does that question make sense at all in the context of loyalty programs? Or should it make sense?

06 August 2018

We all know the theories of lifetime values of clients. While loyalty programs are supposed to translate these theories into concrete CRM measures, they often assume a different, less visible function though – working fundamentally against the theories.

18 June 2018

Loyalty programs are an equation of accrual and redemption. With the redemption side becoming more and more opaque, many members struggle to resolve that equation though – with a negative impact on their loyalty.

16 May 2018

Although some airlines might think about a children-adapted version of their loyalty programs, it seems that the industry has lost the ability to cultivate truly a culture geared towards the airline industry from the early age. A personal experience.

05 April 2018

Marketing agencies like to suggest the importance of branding issues. At least in the context of loyalty programs, this is certainly exaggerated – but loyalty managers need nevertheless to understand how to achieve a successful branding.