31 May 2017
The best loyalty work sometimes evaporates in the blink of an eye if something goes wrong beyond the boundaries of the loyalty program as such. But is this really just fate or can (and should) businesses prepare for such situations?
12 May 2017
Air Canada’s announcement to launch an own Frequent Flyer Program in 2020 did not come as true surprise, but marks nevertheless an important turning point in the industry. The spin-off of loyalty programs is dead. Well, it was never really alive.
07 April 2017
The best days of airline alliances seem to be over, with other forms of cooperation models gaining importance in the airline industry. This might complicate things for frequent flyers, but doesn’t make them necessarily worse. And new challenges are on the horizon for loyalty managers.
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.
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.
