Is your airline's loyalty platform holding you back?

Is your airline´s loyalty platform holding you back?
Airline loyalty programs are a prime asset for developing deeper engagement with members and packaging personalized offers. Yet, in too many customer conversations, including my former experience at AAdvantage, the topic of inflexible loyalty platforms comes up. Airline loyalty teams have fantastic ideas but often can't launch them to market either because their technology doesn´t support their ideas or the time and cost it would take to develop and adapt systems is prohibitive. Just as bad – launching watered-down versions of potentially great products or services because of technological lim...
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How pooling can give loyalty programs an extra edge

How pooling can give loyalty programs an extra edge
Loyalty schemes have taken center stage during the pandemic, even becoming financial lifelines, as airlines seek to boost revenues through program member engagement and retention. In our recent eBook, "Four low or no-cost ways to improve the value of airline loyalty currencies", we looked at different tactics that airlines can apply to increase loyalty program value. In this post, I would like to focus on "the pooling effect". What is the pooling effect? Also known as "Family Accounts", "Householding", and "Mileage Pooling", the idea is gaining traction across the industry and is based on huma...
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Targeting ‘The Actors', or ‘Their Actions’ for detecting Loyalty Frauds? – A defender’s Dilemma

How 'Actors' and 'their Actions' lead to the formation of fraud?
How 'Actors' and 'their Actions' lead to the formation of fraud? If fraud is assumed to be a staged process, actors (in this context, fraudsters) and their actions decide the success or failure of this planned show. In the last 2 to 3 decades, since digital became the way of life, we have seen a spate of incidents, where actions of distinct actors led to erosion of trust in the ecosystem and resulted in a complete overhaul of practices across the board. Irrespective of the actors, be it internal or external, the losses have accrued to the entities in various forms, such as smeared reputation, ...
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Loyalty Programs: How can you make them the cure and the vaccine driving an airline’s recovery?

Recovery-for-Airline-Loyalty-Programs
With the year 2020 wrapping up, IATA has forecasted a $118.5 billion loss for the airline industry due to the COVID-19 crisis, which is deeper than its forecast of $84.3 billion in June1. While there is now hope due to the discovery of a vaccine, newer "waves," strains, and clusters continue to wreak havoc, challenging the industry for its very survival in the present shape and form. At the same time, airline loyalty programs have proven beyond doubt that they have the potential to become the cure and the vaccine propping up airlines with their ability to generate non-travel related revenue, h...
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Corporate loyalty portals: Agile earn and burn for business travelers

Corporate loyalty portals: Agile earn and burn for business travelers
Understanding the stakeholder in a typical corporate travel transaction is a challenging task for an airline. A corporate customer's preferences may revolve around budget restrictions, predictability of expenses and additional services on offer, while the individual (employee) who will be travelling on the ticket may seek personal convenience and access to ancillary services even at an additional expense. Ultimately, the airline seeks to engage and satisfy both of them, thereby maximizing their own share of wallet as well as driving down the cost of future sales to the same customer.   Co...
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