Not only are the airlines missing a significant opportunity to engage their best customers based on data they already possess, they are eroding their value proposition by adding fees to multiple aspects of the in-flight experience as well as their frequent flyer programs.
In a WSJ “Middle Seat” column dated 2/3/09, I was reminded of the [...]

Deregulation of the US airline industry in 1978 was intended to create a competitive environment that would benefit the flying public and bring profitability to the airlines. With a number of bull and bear cycles under the belt, 2009 finds the airlines continuing to struggle for profits, and consumers once again being punished just for [...]

I have long maintained that two moments of truth define whether consumers will engage with a loyalty program, the exception being that some loyalty geeks like myself will sign up for anything just to see how it works!
The two-step process goes like this:

What’s in it for me? A quick read of the “take me”, direct [...]

Loyalty Marketers are regularly challenged to differentiate their value propositions and are continually vexed in attempts to build community among like-minded users of their product or service. In the midst of chasing increasing levels of sophistication to reach targeted consumer groups, I have to pause and celebrate simplicity.
The Greater Fort Lauderdale Road Runners Club has [...]