30 October 2015
High profile airlines love to create high customer expectations as part of their marketing strategy. But do they overlook that this can actually have a negative impact on customer loyalty?
03 September 2015
Yes, data is the holy grail in the loyalty game and even the closest partners are reluctant to share any data between themselves. But putting the limits too high can actually come with a price tag in the case of irregularities. A personal experience with oneworld.
06 August 2015
Copa ended last month its long standing practice of co-branding a partner’s FFP by launching its own program, ConnectMiles. Does the model of co-branding FFPs, not very widespread anyway, have a future?
21 July 2015
Loyalty programs are full of promises – and hardly any keeps all of them. The price of that can be very steep and actually lead to the exact opposite of the purpose of those programs, creating dissuasive behaviour and making customers turn away.
17 June 2015
Etihad Guest has surprised by the announcement that it is no longer in the business of buying other FFPs, but wants to develop into a global coalition program instead. Looking at the lessons learned from PINS, what are their chances to succeed?
19 May 2015
A new EU regulation coming into force soon will change the credit card system fundamentally. The times we know (and appreciate) about earning huge amounts of loyalty points through credit cards might soon be over.
15 May 2015
Regularly most loyalty programs increase their award prices. Depending on how you look at the question, this approach might actually lack quite a bit of logic and makes any hike in award prices look very questionable, to say the least.
31 March 2015
One week ago, Lufthansa faced the worst tragedy in its history. CRM should play a crucial role in such moments, but was completely absent ever since then at the German carrier. A missed opportunity and teaching warning for anybody else.
19 March 2015
When Delta removed the SkyMiles award tables from its website, it got a lot of bad publicity. Delta is certainly not the first loyalty program to hide the truth at least a bit, but the underlying question is whether any loyalty program can actually afford lack of transparency.
02 March 2015
At the recent Loyalty 2015 conference, the winners of the Loyalty Awards were honoured as well. Among the winners figured the rather unknown Azul Airlines from Brazil. A contemplation that each company can make a difference with some smart innovations at its loyalty program.
