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.
Archives de l’auteur
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.
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.
