Loyalty and CRM

Delivering a winning customer experience with loyalty points as a payment option

Delivering a winning customer experience with loyalty points as a payment option

Payments are an integral part of the customer experience in today's online world. With so many different standards across countries, it's a challenging feat. But those companies that still view payments as merely transaction enablers witness increased cart abandonment rates and lost conversion. Most online businesses used to offer only a limited number of payment options, forcing their customers to settle with credit cards or PayPal. Many still do. But today's consumer expects payment options that deliver greater value, more flexibility, and more choice. With contactless and alternative paymen...

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How to digitally transform travel credits management for your airline

How to digitally transform travel credits management for your airline

Travel credits — certificates, vouchers, and future flight credits, among others — are widely understood in air travel. But due to the sheer volume of travel credits issued after the onset of COVID-19, travel credits have emerged as a problem for just about every airline. Since 2020, airlines issued or continued to owe customers roughly $20 billion in credits or refunds, CBS News reports. In 2022, both airlines and customers struggle to keep track of the myriad travel credits in the market. The situation is no better for customers. They are struggling to redeem credits due to lost codes, compl...

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Five things airline CEOs can do to unlock even more revenue from loyalty

Five things airline CEOs can do to unlock even more revenue from loyalty

Loyalty programs enjoyed newfound fame over the past couple of years, having bailed many airlines out of the pandemic's financial turmoil. As airlines sought financial relief, loyalty programs reasserted their value to the business, endearing many a CEO along the way. While loyalty leaders were already aware of their programs' revenue contribution, they continue to be frustrated by the volume of untapped opportunities. If only senior airline leaders understood and addressed the factors limiting loyalty's full potential, even more revenue could be unlocked. As hero loyalty programs slowly come ...

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Why loyalty leaders should care about microservices architectures

Why loyalty leaders should care about microservices architectures

While technology professionals are well aware of the advantages microservices architectures deliver, why should business leaders in loyalty actually care? Why not just let the IT team worry about such complicated technical topics? In short, because it has a direct impact on your loyalty business. Successful loyalty programs add value to their members, which translates into revenues for the program provider. Creating an engaging loyalty program involves facilitating everyday earn and burn opportunities for members so they can extract full benefit from the scheme. And that involves launching new...

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Five keys for transforming your Frequent Flyer Program into a Customer Engagement Program

Five keys for transforming your Frequent Flyer Program into a Customer Engagement Program

I spent 14 years across different Revenue Management and Marketing roles at American Airlines before joining the AAdvantage leadership team.And it took another few years in AAdvantage until I came to a powerful realization – airline loyalty programs should be much more than just Frequent Flyer Programs (FFP). They should really be Customer Engagement Programs (CEP). While this realization seemed so clear to me, it quickly became apparent that it's a difficult concept to help airline leaders understand. And I can't blame them because I only saw the light after digging deep into loyalty myself. ...

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