The past few years have seen a wave of travel companies member accounts compromised which have rocked the industry.Continue
Added by Mark Ross-Smith on December 27, 2018 at 9:30pm — No Comments
It’s often thought that loyalty programs are designed to reward customers with special offers, treats, and discounts in the hope of retaining their business and encouraging customers to spend more frequently. While there is some…Continue
Added by Mark Ross-Smith on March 20, 2017 at 11:30am — No Comments
Would you like to know how much they’re spending, when they’re spending, why they’re buying with the competition and not you, what…Continue
Added by Mark Ross-Smith on January 11, 2017 at 3:31am — No Comments
In 2017, it’s clear that the hospitality industry needs to prepare for even more disruptions that will unfold over the coming year. Airbnb, OTAs, start-ups, big data companies and loyalty program changes will remain the focal points to stay across this year.
As a hotel digital or revenue manager, you could get caught up in the hype, continue…Continue
Added by Mark Ross-Smith on January 6, 2017 at 9:30pm — No Comments
Aircraft fuel is without a doubt the biggest cost for any airline and often receives widespread attention, especially when airlines hedge their bets the wrong way. Cathay Pacific reported a HK$4.49…Continue
Every organization collects, stores and retains portions of dark data. It’s the digital equivalent of emotional baggage which hangs around after every user interaction, transaction, and customer engagement.
In fact, not using data effectively is …Continue
Step by step guide on implementing a customer segmentation solution - without paying millions of dollars for an enterprise platform.
Customer micro-segmentation is without a doubt one of the most powerful methods for extracting value from your database, and a must for every frequent flyer loyalty program. Segmentation underpins almost every aspect of a successful program, from loyalty marketing, revenue management, member engagement and being able to measure analytics and…Continue
Added by Mark Ross-Smith on February 25, 2016 at 7:56pm — No Comments
I recently shared an article on how airlines are using information to individually price airfares and extract maximum value from passengers which was thought provoking and insightful for many airline industry and big data…Continue
Hotel revenue management and use of analytics for room sales has remained largely unchanged for decades since the early 1980s when hotels started looking at yield and how they could optimize the revenue each room could generate. By the mid-1990’s, Marriott’s successful execution of revenue management strategies were adding between $150 — $200 million in annual…Continue
An ongoing debate in the loyalty world is what type of customer is more important? One that spends big on airline tickets or one that filters millions of credit card miles through the banks?
Recently at the Loyalty Event in San Diego, Mike Hecht from Delta noted that they don't mind whether their customers are loyal due to credit card spend, or…Continue
Added by Mark Ross-Smith on February 2, 2016 at 2:00am — No Comments
As airlines and frequent flyer programs gather more intelligence on your day to day lifestyle, flying and financial position - they begin to build a data profile on your interests, goals, psychometric assessment, your motivations to engage with a brand at any given every point throughout the day, what has driven you to purchase in the past – and most…Continue