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.

26 April 2016

The airline business is too complex for any individual as that you could check all aspects. That’s why I tend to believe in the basics being delivered and focus on understanding the things one should not take for granted. That is a mistake, as my experience as Privilege Club member of Qatar Airways has shown.

29 February 2016

The other day I wanted to talk to an airline while booking a flight. You guess the story, don’t you? Yes, I’ve ended up booking with a different airline. A case study into the negative impact on loyalty if airlines cut costs at the wrong end.

26 January 2016

Sometimes the most boring activities can bear some unexpected surprises. Like buying ink cartridges. I mean if you look at that activity through a CRM lenses. Otherwise it risks remaining boring throughout.

04 January 2016

Since one year, everybody has been talking about revenue-based programs. So it is time to review the market and examine the question how many miles you should earn per dollar spent. The question as such seems not logic – and the answer is, at best, a bit surprising, too.

21 December 2015

As for many of you, Christmas is the time for me when memories of childhood come back, of that magic surrounding these days. And there is an interesting link with loyalty programs, at least for me.

08 December 2015

Listening to certain social media experts, one could get the impression that all sales, marketing and loyalty departments could be shot down as social media is about to take over all these functions. A critical analysis.

10 November 2015

easyJet has announced a loyalty scheme for early 2016, Flight Club – which has nothing in common with a loyalty scheme. How ridiculous can this airline still get?