All you need to know this week about loyalty & CX: Attend World Travel Market Nov 6 • Delta • Emirates • Star Alliance • United • Southwest • Air France • American Airlines • British Airways • • Qantas • SkyTeam • Qatar Airways • Sri Lankan • Hilton • Hyatt • Minor Hotels • Payback • Amazon • clair's • Macy's • Hero Digital • Deloitte's • McKinsey • Mastercard • Google • Loyalty Juggernaut etc.
GLOFeatured:
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Join GLO at the World Travel Market in London, 6-8 November 2023Join our panel discussion on 6 November at 11.50am to listen to our expert panel on the power of gamification in revolutionising the future of customer loyalty programs. Learn about the changing landscape of loyalty models and why integrating gamification should be used to captivate customers, enhance engagement, and encourage long-term loyalty and retention. |
Airlines & Alliances News:
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Delta reports strong corporate travel Delta President Hauenstein stated that a recent survey of Delta’s corporate clients showed that a significant majority expected their travel to remain stable or increase as they moved into the fourth quarter and into 2024. |
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Company had record setting profits in both Atlantic and Pacific regions: Pre-tax income increased 29% y-o-y; on an adjusted basis1 increased 37% Delivered strong operational performance, with September being best on-time performance of the year Increasingly powerful segmentation strategy proving to be a competitive advantage |
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Delta reverses some of the announced changes to loyalty program and lounge access In response to the negative reactions from its Elite customers, Delta has revised certain aspects of the loyalty program changes that were initially announced last month. |
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American Airlines relaunches business travel rewards program Replacing the previous Business Extra program AAdvantage Business aims to expedite loyalty status accumulation for business travelers and expand the range of redemption possibilities for businesses. |
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British Airways’ new Avios collection model goes live Members will receive up to nine Avios per £1 spent on flights, as well as collecting on additional purchases such as pre-paid seat selection and upgrades. British Airways customers can collect Avios on everyday shopping with more partners than ever before, including Uber and American Express. |
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Flying Blue: XP and Elite Bonuses are changing As of 1 April 2024, XP and Elite bonuses will no longer be credited on flights marketed and operated by non-Skyteam airline partners. |
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Skyscanner launches “Dream and Discover with AI” The goal of this tool is to enhance the travel planning experience by providing travelers with personalized and AI-generated travel recommendations, helping them discover new destinations and make informed decisions when booking their trips. It’s part of an ongoing effort to leverage generative AI in the travel industry to improve the travel planning process. |
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Emirates now offering Inflight Meal Preordering Service across 92 destinations Emirates Inflight Meal Preordering Service is now live across 92 routes globally, with 30 new routes including Riyadh, Jeddah, Delhi, Mumbai and Kuala Lumpur offering the service from today. More than 10,000 preorders have already been delivered on over 3,000 flights, and more than 600 meal preorders are made by Emirates customers daily. |
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Emirates engages families with neurodivergent children to improve travel experience Working with local schools, autism groups and key stakeholders, Emirates and Dubai International Airport (DXB) are focused on improving the travel experience for neurodivergent passengers, facilitating ‘travel rehearsals’ where children can practice their journey through the airport and onboard aircraft. |
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Emirates deploys 20,000 Apple products to Cabin Crew to transform inflight services Emirates has launched a new strategy called ‘One Device’ leveraging Apple products, whereby all 20,000 Emirates Cabin Crew receive iPhone 13 or iPad Air configured with custom Emirates apps to improve and streamline passenger service onboard, as well as enhancing the overall crew experience. |
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Firefly announces network expansion Firefly, the budget subsidiary of Malaysia Aviation Group (MAG), is planning to expand its flight network by commencing direct flights from Penang to Bangkok’s Don Mueang International Airport (DMK) starting on November 3.
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Qantas Head of Loyalty resigns Olivia Wirth, who serves as the head of Qantas Loyalty, has announced her resignation. She is set to leave her position in February. |
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SkyTeam has welcomed Evgenia Starkova as Head of Marketing and Sustainability, a newly-created position that strengthens the global airline alliance’s commitment to delivering a more seamless, integrated and responsible journey. Starkova will lead a team of 12 and oversee Customer Experience, Sustainability, Loyalty, Business Development and Commercial Partnerships. |
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Southwest Airlines announces leadership promotions in Total Rewards Lori Winters has been promoted from Managing Director Culture & Employee Experience to Vice President Total Rewards, overseeing Southwest’s Compensation, Retirement, Labor, Benefits, Travel, and Perks strategy. |
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Southwest Airlines Co. is bolstering its Mile High Heart in Denver with two new partnerships Airline celebrates new partnerships at an Employee event in the Heart of Downtown Denver as Southwest becomes The Official Airline for the Nuggets and Avalanche. |
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Southwest Airlines Announces Several Enhancements To Rapid Rewards Program For 2024 The enhancements reward the airline’s loyal Members by making it easier for Customers to earn tier status; awarding A-List Preferred Members with up to two complimentary premium drinks; and allowing Customers to pay for Southwest® flights using a combination of cash and Rapid Rewards® points. |
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Southwest Airlines makes managing travel easier for meeting and event planners Southwest offers a new level of digital hospitality with streamlined suite of solutions designed to make it easier to manage meetings travel. |
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Qatar Airways is now the largest airline to collaborate with Starlink and in the future, will roll out a complimentary high-speed, low-latency internet connectivity experience onboard specific aircraft and routes. |
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The most important Miles & More retail division is expanding to Austria: from now on, travellers will find the multi-faceted selection of high-quality travel and lifestyle products in a newly opened Worldshop at Vienna Airport.
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World Travel Awards Africa & Indian Ocean 2023 winners revealed Big winners at the red carpet World Travel Awards (WTA) Africa & Indian Ocean Gala Ceremony 2023 included the paradise nation of the Maldives, emerging as winner of ‘Indian Ocean’s Leading Destination’ as well as ‘Indian Ocean’s Leading Tourist Board’. Kenya was named ‘Africa’s Leading Destination’. |
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Etihad Airways sweeps World Travel Awards & Golden Loyalty Awards The UAE’s national airline took home a total of six awards recognising its leading position in the travel and aviation industry. |
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By adding these latest wins to its previous achievement of the ‘Visitors Choice – Airline of the Year’ citation at the previous year’s SATA event, SriLankan Airlines continues to affirm its prominent position in the South Asian region. |
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SKY express wins ERA Airline Excellence Award 2023 SKY express recognised at the European Regions Airline Association Awards for its work in innovating and excelling in the aviation sector. |
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Abu Dhabi International Airport Terminal A Set to Boost Passenger Capacity with Enhancements The new terminal is set to enhance travel experiences through cutting-edge facilities for passengers and airlines in the region. |
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Alaska Air Group reports third quarter 2023 results CEO Ben Minicucci commented: “Our 11.4% adjusted pretax margin is among the best in the industry despite external headwinds. Our investments in our all-Boeing fleet, premium seating on 100% of our aircraft and access for our loyalty members to a global alliance provide our guests with a premium domestic product that rivals any in the industry.” |
Hotels & Hospitality News:
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Introduces New Hilton for Business Platform and Enhancements to Events.Hilton.com Hilton has announced two new digital innovations designed to create a more seamless travel experience for small- and medium-sized businesses. The innovations are part of Hilton’s long-term commitment to digitally transform the business travel experience – from booking to billing – for the millions of small- and medium-size enterprises that represent the backbone of the global economy and comprise roughly 85 percent of Hilton’s business transient guests. |
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This multi-faceted program, currently in test with select customers and slated to launch globally early next year, will feature a new booking website designed especially for small- and medium-sized businesses, along with targeted benefits. |
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Hyatt Hotels Corporation has announced its Wellbeing Collective, a collection of Hyatt properties around the globe that offer tailored wellbeing experiences to meet the specific needs of travelers. At launch, the Wellbeing Collective boasts 30+ hotels globally with plans to expand in 2024. |
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Minor Hotels upgrades to Oracle Cloud The upgrade will enhance operational efficiency and integrate data to create personalised guest experiences. |
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Plusgrade’s loyalty business unit, Points, will power multiple benefits for Leaders Club that enrich the experience for members, offering greater choice and flexibility in how rewards are earned and redeemed. |
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W Hotels, part of Marriott Bonvoy’s global portfolio of over 30 brands, announced the opening of W Sydney. Located in a dramatic curved structure rising over Darling Harbour, W Sydney is set to become a coveted destination for travelers and Sydneysiders alike, bringing new energy and a modern take on luxury to the city and harbour waterfront. |
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Hilton Reveals Plans for Poland’s First Canopy by Hilton Hotel Lifestyle hotel due to open in the centre of Warsaw, with a rooftop terrace offering sweeping views of the capital. |
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Intercontinental Ras Al Khaimah announces Stefan Fuchs as their new General Manager InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa has announced the appointment of Mr. Stefan Fuchs as General Manager, reaffirming its commitment to the evolution of opulent travel experiences in the destination. |
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World Culinary Awards announces 2023 winners at Dubai ceremony Dubai was named ‘World’s Best Culinary Destination’ and ‘Middle East’s Best Culinary Destination’. France collected ‘Europe’s Best Culinary Destination’ with Paris named ‘World’s Best Culinary City Destination’. Peru was voted ‘Latin America’s Best Culinary Destination’ and Cape Town collected ‘Africa’s Best Culinary City Destination’. Jamaica won ‘Caribbean’s Best Culinary Destination’, whilst Thailand was crowned ‘Asia’s Best Culinary Destination’. |
Cruises:
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Ritz-Carlton announces second Super-Yacht The onboard experience will reflect the unparalleled lifestyle and legendary service for which The Ritz-Carlton brand is recognised, including state-of-the-art technology, five distinct dining venues, and a Ritz-Carlton Spa. Ilma will join the company’s first yacht, Evrima, visiting the most coveted destinations in the Mediterranean and Caribbean, with select ports of call in Central America and South America, depending on the season. |
Retail & F&B:
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Amazon sees strong start to holiday season with exclusive offers to Prime members According to Amazon, the company’s Amazon Prime members saved over $1 billion through millions of deals during the two-day holiday launch of Prime Big Deal Days, marking a strong start to the 2023 holiday shopping season. |
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Payback launches its popular Joker Campaign For the 13th time, customers of Germany’s largest and most popular bonus program can score fast and big with the PAYBACK Joker. |
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The new loyalty program, made for and by consumers, will create a community with endless opportunities for members to express themselves. |
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This year’s report found that B2B buyers’ top priority for the next 12 months is increasing efficiency in their processes, while 94% also prefer to work with businesses that continuously evolve their digital capabilities. |
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Macy’s and Claire’s launch ‘mstylelab’ Brands are acutely aware of the growing significance of crafting captivating digital experiences to engage with their customers. In a proactive move to address this challenge, Macy’s has launched its mstylelab initiative. |
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PYMNTS loyalty survey: Wine Subscribers Seek Out the Personal Touch In the quest to gain and maintain consumer loyalty, wine subscriptions and similar alcoholic beverage services prioritize the customization of their products, according to findings from PYMNTS Intelligence. |
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Deloitte: Holiday Shoppers are Back in the Spirit of Spending Holiday spending and participation return to pre-pandemic levels spurred by bigger budgets for non-gift items like decorations. |
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Denny’s appoint new Chief Digital and Technology Officer to focus on diner loyalty Leading restaurant chains are making strategic additions to their digital leadership teams as they aim to distinguish themselves in the increasingly competitive battle for omnichannel customer loyalty. |
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McKinsey zeroes in on ‘Zero consumers’: What they want and why it matters Prevalent in Asia and now spreading globally ‘zero consumer” has different to traditional consumer shopping patterns: demand the full “phygital” experience, evaporating mid-range brands, personalisation across online and physical shopping and societal values. |
Payments, Finance, Insurance, Wealth Mngm & Social Media:
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eMoney Advisor Announces Research Findings Focused on Client Experience During Tenth Summit The research captured insights from both advisors and end-clients, focusing on the application of financial psychology and the use of technology, particularly client portals, on planning outcomes. The greatest impact on overall client satisfaction, client loyalty, and client referrals is seen when advisors implement both financial psychology and technology. |
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KCB (Kenya) & Mastercard Unveil World Elite Credit Cards The World Elite Exclusive Credit Card that will offer premium and private banking customers a range of market-exclusive benefits, privileges, and experiences.
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Alphabet ranks top in customer loyalty among Fortune 100 tech companies A recent assessment of companies in the tech sector based on customer loyalty places Alphabet (Google) at the top of the list. Intel follows closely in second place. |
Loyalty Solutions & Technologies:
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This launch establishes Amplience as the only AI Content company to offer a Content Management System (CMS) and Asset Management with fully personalized, AI-powered digital merchandizing and styling. |
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Loyalty Juggernaut (LJI) Wins Top Technology Innovation Award 3rd Year In A Row Loyalty Juggernaut (LJI), the first cloud-native technology platform for loyalty programs and ecosystems, today announced that it has won its 3rd consecutive ‘Best Technology Innovation’ award at Global Flight’s Loyalty & Awards 2023 conference. |
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Cutting-edge AI-powered platform elevates customer communication and experience management to unprecedented levels. |
Reports & Research:
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PYMNTS Intelligence report: “The Impact of Subscription Models on Consumer Choice” 50% of Loyal Subscribers Are Young Consumers With Multiple Subscriptions. |
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Global Customer Experience (CX) Management Markets, 2023-2028 The global customer experience management market is estimated to be worth USD 11.4 billion in 2023 and is projected to reach USD 20.4 billion by 2028, at a CAGR of 12.2%. |
Source: GLO
