All you need to know this week about loyalty & CX: GLO Interview: Adam Posner, CEO The Point of Loyalty on 'For Love or Money 2024' report • Qatar Airways • Lufthansa • AirAsia • Etihad • Skytrax Awards • Delta • Emirates • Turkish Airlines • Saudia • Qantas • British Airways • Ethiopian Airlines • Virgin Australia • Garuda • Landmark • IHG • Kempinski • GHA • Plusgrade • Tripadvisor • American Express • Klarna • Spacepay • Emarsys • Loyalty reports • Loyalty Careers & Job.
GLOGLO Featured:
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0:00 – Highlights of the 12th edition of ‘For Love or Money 2024’ report, 6 types of loyalty currency • 6:32 – Move from a transactional loyalty to emotional loyalty: Can loyalty programs be a pure experiential loyalty without transactional component? • 10:10 – What is your view on loyalty programs building ‘super-apps’? Are they an answer to an attempt to increase member engagement?
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0:00 – Highlights of the 12th edition of ‘For Love or Money 2024’ report, 6 types of loyalty currency • 6:32 – Move from a transactional loyalty to emotional loyalty: Can loyalty programs be a pure experiential loyalty without transactional component? • 10:10 – What is your view on loyalty programs building ‘super-apps’? Are they an answer to an attempt to increase member engagement?
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Airlines, Alliances & Airports:
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Qatar Airways’ Codeshare Partner, Garuda Indonesia, Announces a New Route to Doha Qatar Airways and Garuda Indonesia join forces to offer customers more choice and improve tourism to both countries.
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Even more digital entertainment on board Lufthansa flights Magazines now available digitally on board free of charge. New diverse range of podcasts. Live ticker during the European Football Championship
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AirAsia MOVE adds Air Mauritius as latest direct airline partner Connecting more people to amazing destinations across the globe
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Etihad offers pioneering live online advice for guest travel requirements New system gives travellers comprehensive overview of their visa, passport and health requirements prior to booking. Easy to use system draws from the most up-to-date source of requirements to ensure passengers are equipped with the right documents.
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Qantas celebrates new Paris flights with French inspired onboard items Taking off from 12 July, the Flying Kangaroo will be the only airline to offer direct flights between Perth and Paris, adding more than 75,000 seats between Australia and Europe each year.
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The 5-star carrier also received three other prestigious awards: ‘World’s Best Business Class’, ‘World’s Best Business Class Airline Lounge’, and ‘Best Airline in the Middle East’. Qatar Airways becomes the first aviation group to win Best Airline, Best Airport and Best Airport Shopping in the same year in Skytrax history.
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Turkish Airlines named Best Airline in Europe at Skytrax Awards for the ninth time In addition to being recognised as the “Best Airline in Europe”, Turkish Airlines won two other top awards at the ceremony, including the “World’s Best Business Class Catering” and “Best Airline in Southern Europe”.
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Emirates triumphs with 7 award wins at the Skytrax World Airline Awards 2024 The prestigious titles reflect the airline’s commitment to delivering best-in-class products and services across all classes, with accolades including; World’s Best Airline Inflight Entertainment, Best First Class Airline Comfort Amenities, Best First Class Airline in the Middle East, Best First Class Onboard Catering in the Middle East, Most Family Friendly Airline in the Middle East, Best Premium Economy Class Airline in the Middle East and Best Premium Economy Class Onboard Catering…
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AirAsia recognised as World’s Best Low Cost Airline AirAsia has been recognised as the World’s Best Low-Cost Airline at the Skytrax World Airline Awards 2024, marking a historic 15th consecutive year win.
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KM Malta Airlines partners with East2 to launch the first KM Rewards program East2’s eUno ecosystem revolutionizes global rewards programs, focusing on individual benefits and inclusivity for businesses of all sizes.
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Travelport launches NDC content and servicing for Emirates on Travelport+ Travelport integrates Emirates’ NDC content into Travelport+ platform, enhancing travel booking options and servicing capabilities for global agencies.
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The World Finance Sustainability Awards are recognized as a significant reference by global finance and business circles and are awarded to organizations that showcase best practices in the environmental, economic, and social dimensions of sustainability.
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Emirates unveils its newly designed, premium lounge in Paris Charles de Gaulle Airport Emirates unveils a luxurious 925 square meter lounge at Paris Charles de Gaulle Airport for premium customers, emphasizing comfort, convenience, and high-quality travel experiences.
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SAUDIA WINS THE WORLD’S MOST IMPROVED AIRLINE AT THE 2024 SKYTRAX WORLD AIRLINE AWARDS Saudia, the national flag carrier of Saudi Arabia, was named ‘The World’s Most Improved Airline’ and ranked number one for the Best Economy Class Airline Catering at the 2024 Skytrax World Airline Awards.
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Delta One to feature Italian luxury brand Missoni The Delta One experience will soon be further differentiated by a new partnership the global airline has forged with Italian luxury fashion house Missoni. Together, Delta and Missoni – a brand known for its creative use of colours and patterns – will elevate Delta One with a new customer amenity kit and top-of-the-line details woven into key touchpoints throughout the Delta One travel experience.
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Ethiopian Wins ‘Best Entertainment’ and ‘Best Wi-Fi’ in Africa The Airline Passenger Experience Association (APEX’s) prestigious regional awards are voted by millions of global passengers to honour airlines from Africa, Europe, North and South America, and the Middle East for exceptional passenger experiences.
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Lufthansa Group introduces Environmental Cost Surcharge Environmental Cost Surcharge applies to departures from the 27 EU countries as well as the UK, Norway and Switzerland. Charge applies to all tickets issued from June 26, 2024 with departure from January 1, 2025. Lufthansa Group invests billions annually for more sustainable flying
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Virgin Australia is following Qantas in raising the cost of its airport lounge program, which allows economy travelers to access the airline’s domestic business class lounges. Starting Sunday, July 1, 2024, the annual fee for the Virgin Australia lounge program will increase from $399 to $450. Additionally, a $99 joining fee will be reinstated for all new non-Lifetime memberships and for renewals more than a month after expiration.
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Garuda extends Qantas, Virgin Australia status match till June 30, 2024 Due to popular demand, GarudaMiles is extending the Tier Matching program until June 30, 2024, catering not only to Qantas but also to Virgin Australia premium tier members. This extension allows you, as an eligible Platinum member, to enrol and enjoy the exclusive privileges of GarudaMiles’ Platinum VIP memberships, accessing a range of special benefits during this period.
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Thai Airways and Kuwait Airways sign new codeshare agreement Under the new partnership, TG’s flight code will be featured on KU flights operating between Kuwait City (KWI) and Bangkok (BKK), as well as on European routes from Kuwait City to Athens and Rome. This will enable Thai Airways to sell seats on these routes, broadening their market reach.
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Celebrated as the most valuable airline offering in history, Emirates is the only commercial airline globally able to offer its customers exclusivity in the skies on eight remarkable champagnes due to its longstanding partnership of 32 years with LVMH – Moët Hennessy Louis Vuitton. As part of the ‘fly better’ promise, Emirates purchases more champagne than any other airline in the world.
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AIR MILES unveils new brand platform to inspire Canadians to Collect More Moments Recent BMO AIR MILES credit card enhancements allow cardholders to earn 10 per cent more Miles, providing more value to Canadians.
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Finnair voted the Best Airline in Northern Europe for 14th consecutive year “We continue investing in a seamless customer journey, starting from our digital channels and customer care to the inflight experience and cabin design.” Ole Orvér, Finnair Chief Commercial Officer, said.
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Munich Airport joins Miles & More loyalty program Munich Airport, Lufthansa, and Miles & More are collaborating to provide travelers with an unparalleled shopping experience. This unique partnership merges the resources of an airport, an airline, and a loyalty program to enhance your time at Munich Airport. Passengers can now earn and redeem miles at numerous airport stores.
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Fiji Airways Adopts the American Airlines AAdvantage Travel Rewards Program Members will enjoy priority benefits and enhanced redemption on both airlines.
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THAI Airways and Amadeus expand partnership Amadeus and Thai Airways International have renewed and expanded their distribution agreement to enhance travel retailing offerings via Amadeus travel sellers in Thailand, offering continued access to Thai Airways’ domestic content.
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Star Alliance named World’s Best Airline Alliance by Skytrax The Alliance’s newly launched Paris Charles de Gaulle airport lounge has also won the World’s Best Airline Alliance Lounge title in its first year.
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Hotels & Hospitality:
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Landmark Hospitality Partners With Salt Labs Salt Labs, creator of the first employee rewards and incentives platform offering an ownership asset to frontline employees, is pleased to announce its partnership with Landmark Hospitality. Landmark owns and operates an extensive portfolio of distinctive venues, boutique hotels and renowned restaurants throughout New Jersey and Pennsylvania.
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IHG Hotels & Resorts to launch the Holiday Inn Express brand in Egypt The longstanding partnership with Arkan Palm for Real Estate Investment sees IHG’s expansion in Egypt with the new 200-keys Holiday Inn Express West Cairo 205.
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TRYP by Wyndham Corfu Dassia wins Best of TRYP Hotels Award To be eligible for the award, hotels must have demonstrated strong guest satisfaction, had all their staff complete Wyndham’s required health & safety trainings, and remained in good standing with the brand in the past year.
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Kempinski Hotels Scoops Three Prestigious Titles At Global Hotel Alliance Awards In Tokyo Global Hotel Alliance (GHA), the world’s largest alliance of independent hotel brands, with the award-winning loyalty programme GHA DISCOVERY, has announced the winners of its 2024 awards.
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Wyndham Opens First Dolce Hotel in Türkiye The hotel, which is joined by the new openings of La Quinta by Wyndham Çeşme and Wyndham Datça Perili Bay, comes as part of an expanded partnership with owner and operator, DRD Hotels, and reinforces Wyndham’s leading presence in the country, which today stands at nearly 120 hotels.
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Plusgrade Partners with Lark Hotels Together, Plusgrade and Lark Hotels will enhance guest experiences by giving access to products like Premium Upgrade, StayExtend, and StayPlus.
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Stunning Dolce by Wyndham Versailles Opens in Famed Domaine Du Montcel Park Located just 30 minutes outside Paris, the timeless resort has been magnificently restored to showcase its historic buildings, monuments and gardens.
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2024 Travelers’ Choice Awards Best of the Best Things to Do Globally For the first time, the Empire State Building in New York City claimed the top spot as the number one attraction worldwide. Additionally, Tripadvisor awarded the “Unvanquished Tour in Porto City, Portugal” the title of best experience in the world.
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GHA / Interbrand Japan travel, hospitality & loyalty survey: key trends in Japan market revealed GHA’s CEO summit in Japan revealed key trends in hospitality in Japan market & loyalty. When choosing hotels, Japanese travelers prioritize quality accommodation, convenient location, and affordability. High-end customers also value amenities and room size. Loyalty program members appreciate membership rates, discounts, and rewards, while high-end customers also seek emotional experiences and high-quality service.
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This joint initiative will reward the five PG cardholders with the highest spending at Pakuwon Mall, Tunjungan Plaza, and Pakuwon City Mall with an exclusive three-day, two-night holiday in Singapore. Additionally, PG card members will receive a welcome gift of a SGD10 eCapitaVoucher for use at participating CapitaLand malls and benefit from exclusive discounts on the best flexible rates at The Ascott Limited (Ascott) properties in Singapore.
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Cruises:
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The Ritz-Carlton Yacht Collection Announces First Asia-Pacific Season Underscoring its commitment to culturally immersive and extraordinary journeys while setting a new standard in ultra-luxury cruising, The Ritz-Carlton Yacht Collection expands its curated offerings across the globe, delivering unforgettable experiences to guests.
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Retail, E-commerce, F&B, Healthcare:
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SM advantage card in Philippines 10 million members SM Advantage Card (SMAC), the Philippines’ largest retail rewards program, has seen its membership double from five million in 2020.
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Emarsys report. AI in Retail Report: Power to the Marketer In spring 2024, SAP Emarsys conducted research amongst 10,055 consumers and 1,177 marketers across the globe to dig deep into attitudes towards AI. This report reveals an exciting convergence between how consumers feel about AI and how marketers can be empowered by AI in their omnichannel strategies. The goal? True 1:1 personalisation, freedom to innovate and ultimately, to drive real business growth.
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Customer Loyalty and Trust in Market Force QSR Study winners announced The correlation between customer satisfaction and loyalty remains high, with an 89% correlation between satisfaction and likelihood to recommend and a 74% correlation between satisfaction and likelihood to return.
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Members of the free-to-join Target Circle program can save early on back-to-school essentials including 30% off select backpacks and kids’ school uniforms throughout Target Circle Week, the retailer’s biggest sale of the season
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Foot Locker reimagines sneaker shopping experience with FLX Rewards program relaunch New loyalty program transforms customer experience with enhanced convenience and exclusive benefits; newly redesigned mobile app to follow
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iCoupon expands into South America iCoupon expands into South America, now operational in 22 airports across the region, partnering with leading retailers to enhance automated vouchering for flight delays.
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“The Future of Accessible Beauty,” a comprehensive research study from its 2024 capstone initiative focuses on consumers who are traditionally overlooked due to physical, emotional, social, or economic limitations. The research was presented at the college, along with an awards ceremony for graduates and a reception for industry professionals sponsored by Shiseido Americas.
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Entertainment, Sport, Telecom & Social Media:
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3 UK offers discounted Zizzi pizzas for loyalty customers Dough-y deal: Meal at Zizzi for just £5? Thanks, Three UK
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Transport, Fuel Retail & Mobility:
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CGI and ExxonMobil strengthen partnership for advanced payment and loyalty services CGI will further enhance customization options for ExxonMobil and its customers through its fuel-leading card payment solution, CGI PayPartner360. This includes delivering essential payment infrastructure services to over 13,000 fuel retail sites and providing its loyalty solution to engage over 10 million active users.
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Payments, Finance, Property & Insurance:
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Partnership will see Virgin Money use Experian’s full breadth of services across all their product lines.
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American Express (NYSE: AXP) today announced an agreement to acquire Tock, a reservation, table, and event management technology provider, from Squarespace (NYSE: SQSP), the design-driven platform helping entrepreneurs build brands and businesses online. The Company also announced an agreement to acquire Rooam, a technology company that powers mobile payments, ordering and integrations with point of sale, marketing and loyalty systems used by restaurants and entertainment venues.
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Klarna Plus soars to 100,000 subscribers in the US The company’s first-ever subscription service allows members to maximize their shopping experience through access to a variety of features and offers, including waived service fees on the Klarna One Time Card, rewards, and access to special deals with popular brands in the Klarna app.
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SpacePay Accelerates Global Crypto Adoption, Aiming To Be Number One Crypto Payments Provider When it launches, SpacePay will be widely available on most existing point-of-sale card machines, allowing millions of crypto holders to finally be able to spend their crypto.
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Juniper report: Global Contactless Payments Market Data 2024 – 2029 New Contactless Payments & Digital Ticketing Reports – Contactless Payment Transactions to Hit $15.7 Trillion Globally by 2029, as Soft Point-of-Sale & Ticketing Roll-outs Accelerate Growth
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Glia Delivers Unified Interactions to CU*Answers’ Digital Banking Platform Glia announced a strategic partnership with CU*Answers, a credit union service organization (CUSO), to unify member interactions within its digital banking platform. The partnership will provide credit unions with the ChannelLess® tools needed to drive efficiencies, loyalty and conversions.
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Buy Now, Pay Later Sezzle Expands Payment Streaks Program to Canadian Users With Sezzle’s Free Payment Streaks Loyalty Program Now Available in Canada, Shoppers can Seamlessly Manage Payments, Unlock Perks, and Embark on a Journey Towards Financial Wellness.
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In Nigeria, loyalty programs are gaining popularity, and Bvndle, a customer engagement and loyalty platform, is poised to transform how Nigerians experience rewards and loyalty programs.
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Loyalty Technology, Solutions & Consulting:
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Sabre integrates Etihad Airways’ NDC content Sabre Corporation enhances its global travel marketplace by integrating Etihad Airways’ NDC content, initially launching in Oman and Bahrain, expanding personalized travel options and dynamic pricing.
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Reports, Research, Insights & Opinions:
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The number one benefit of AI in the eyes of consumers is resolving issues faster (selected by 41%) followed by not having to repeat themselves (36%). In the US, 30% of individuals who acknowledge AI’s advantages tend to spend more with brands that offer excellent service, with 44% remaining loyal.
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The Heart of Loyalty: Kobie’s 2024 Consumer Research Report Kobie published latest The Heart of Loyalty report 2024 based on survey of more than 4,000 consumers across industries like retail, financial services, travel, hospitality, quick serve restaurants, and more.
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Jobs & Careers:
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Anaplan is hiring: Senior Program Manager, Employee Experience
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Robert Dyas is hiring: CRM Marketing Executive
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Bank of America is hiring: Partnership Strategy & Activation Manager Locations: Charlotte, North Carolina; New York, New York; Chicago, Illinois; Scottsdale, Arizona; Boston, Massachusetts. Click inside to apply.
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New Look is hiring: CRM Manager (Loyalty) Location: London, UK. Click inside to apply
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AWS is hiring: Strategic Customer Engagements (SCE) – Public Sector EMEA, SCE Public Sector- EMEA Location: London, UK. Click inside to apply.
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Nestle Nespresso is hiring: Customer Experience Lead – Retail Location: Greenhithe, England, United Kingdom. Click inside to apply
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Virgin Red is hiring: Head of Customer Value & Insights Location: London. Click inside to apply.
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British Airways is hiring: Managing Director BA Cityflyer Location: London, UK. Click here to apply.
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