Dear American Airlines:
You were the first airline to introduce a frequent flyer program, in 1981. As the innovator in this area, customer loyalty is something you understand better than most other airlines. Your program has been (and remains) among the best available in terms of rewarding loyal frequent flyers for their business. Personally I miss having Executive Platinum status – no other airline has made me feel as valued and appreciated as AA. (more…)
Posted on September 15, 2014
Technology has made it easier than ever for young startups to disrupt the business models of older companies. On balance this is a good thing – disruption introduces new competitors and forces older companies to adapt and innovate. And I can’t think of a part of the travel industry that has been more in need of disruption than car rentals. (more…)
Posted on September 1, 2014
I’ve encountered a lot of confusion recently about frequent flyer program partnerships and alliances, specifically how these benefit travelers, and how they don’t. Let’s take a moment and clear a few key issues up for quick and easy reference. (more…)
Posted on July 9, 2014
Every quarter I contribute an article to Colloquy, a trade organization that specializes in loyalty marketing. This is reprinted from that publication.
Loyalty programs are a well-established concept in the travel industry. Beyond the airlines, hotels and rental car companies also have joined the fray in a quest to increase business via customer loyalty, and many have had notable success.
However, loyalty programs are at their most effective when used to capture business that would otherwise be lost to competition. (more…)
Posted on June 24, 2014