Airline Loyalty, from Churn and Earn to Adapt and Burn.
Airlines have led the industry in developing a loyalty mechanism that drives repeat behavior and has clear and understandable rewards. However, as consumers change and the way we consume products brings about change, the model of airline loyalty is facing issues.
Customer Recovery needs a makeover, let's get marketing on it.
What is customer recovery? It’s the airline credit you receive for a bad experience (for example, a lost bag). This credit is the salve that is supposed to neutralize the negative experience and bring you back for future business. Yet, customer recovery is treated as an operational concern, where the focus is on controlling the issuance and redemption of credit, at the expense of recovering...
So now I can distribute B2B, how am I going to get paid?
Airlines have successfully ushered in the next phase of digital direct distribution, NDC, the capability to establish B2B relationships has opened the door to the potential of an enhanced customer experience, increased revenue and margin expansion within the the corporate direct market and the agency market segment.
The UATP Payments Conference Hong Kong, the times they are a changing…
Last week I joined a gathering of travel payment luminaries in Hong Kong at the annual UATP Travel Payments conference. Datalex is a proud sponsor of UATP’s conference (Universal Air Travel Plan); UATP provide a proprietary payment network owned and operated by, and for the benefit of, the global airline industry. Their product provides significant savings over traditional credit card /...
Customer Success evolves at Datalex
Earlier this month I attended a 2-day Customer Success conference – “Pulse Europe”. I had participated in the inaugural European conference in 2015 and found it to be very informative on the evolving industry and how I could further enhance the Datalex approach to Customer success.
