American Airlines finally popped the big question. Actually they popped about 25 minutes of questions as part of a survey focused on improving their frequent flyer program, AAdvantage. The cadence and...
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We read a lot about techniques that break through crowded email inboxes by using inventive subject lines. Today, I paused and had to click through an email received from Spirit Airlines. The subject l...
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There are many paths to creating customer loyalty. The models range from promotional (Groupon) to payment based (cobrand cards) to category alliances (gas/grocery) to solus programs (Macy’s, A...
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In a word association game where the question is “bank loyalty”, the answer has to be “card rewards”. Co-branded credit cards with rewards are the staple of the credit card ind...
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Each day en route to my office in New York City I pass a bright blue billboard on the New Jersey Turnpike. It’s for the newly redesigned United Airlines MileagePlus® loyalty program and it makes th...
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Someone help me. I’m being bullied by Southwest Airlines. Actually, a better set of descriptive terms would be pestered, annoyed, or amused, depending on the day. The source of my discontent is ...
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What do you do when you have a solution in your hand in search of a problem? If you’re the creator of the solution, you sell, sell, sell, crafting magnificent stories describing the power of you...
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Everyone knows that the air travel experience isn’t what is used to be. My recent trip around the world in 5 days served to accentuate the contrast of today’s reality with more elegant day...
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The practice of Loyalty Accounting has become increasingly important as programs have matured and the value of deferred financial liability on corporate balance sheets has grown. The key offset to the...
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Every day I play on the seesaw. It seems like I have one call with a person who expresses doubt about the efficacy of traditionally structured loyalty programs, and then turn around and inadvertently...
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