GLO FEATURED

GLO Weekly: Global Loyalty & CX News 27.10.2023 (Week 43)

Join WTM London on Nov 6: GLO panel “Leveling up Loyalty with Gamification” with Accor, Pegasus Airlines & Sia Partners

WTM London is where the brightest minds, most innovative companies and leading industry experts come together to transform how the world explores, connects, and experiences travel. Book your FREE tickets before 31 October, £45 thereafter. Join GLO’s panel on Gamification in loyalty on November 6th.

GLO Interview: Tamur Goudarzi Pour, Chief Commercial Officer, Swiss International Airlines on CX revamp, view on loyalty and digital transformation

0:00 – on key focus areas 12-18 months ahead • 2:26 – on changing CX and balance between “bricks & mortar” and digital sides • 4:26 – on the importance of CX during disruptions • 6:03 – on being part of the Miles & More program and building a loyalty-based program • 8:14 – on partnerships and data sharing • 10:02 – on simplification of the proposition and loyalty by flight • 10:56 – on the ‘Swiss-census’ approach • 12:15 – one advice • 10:56 – on ‘Swiss-census’ approach • 12:15 – one advice

GLO Featured: SiaXperience 2023 Loyalty Programs Benchmark – Netherlands

An independent loyalty program benchmark conducted the management consultancy firm, Sia Experience by Sia Partners covers key players in Netherlands, encompassing nine sectors and analyzing the practices of 25 leading loyalty players, with a particular emphasis on B2C models.

Booking.com annual travel predictions report 2024

According to the research, travel is set to take center stage in 2024. This trend is driven by the increasing use of artificial intelligence (AI) in travel, which helps travelers streamline planning and frees them to enjoy more enriching experiences.

Air France-KLM and GOL sign agreement to extend and enhance their commercial partnership

Commercial partnership initiated in 2014 to be extended for 10 years, with reciprocal exclusivity on traffic flows between Europe and Brazil. Increased commercial cooperation providing improved connectivity, with 125+ destinations covered in Europe and Brazil, covering 99% of demand between the two areas. Partnership also covers increased maintenance cooperation, with Air France Industries KLM E&M expanding its support to GOL’s CFM56 and LEAP engines.

Pieter Bootsma, Executive Vice President and Chief Strategy Officer, Air France-KLM, to leave the Group effective January 1st, 2024

Air France-KLM today announces that Pieter Bootsma, Executive Vice President and Chief Strategy Officer, Air France-KLM, has decided to leave his position effective January 1st, 2024. He will pursue his career in the Netherlands, outside of the airline industry.

Delta starts testing personalised on-board entertainment

To access this feature, passengers can log in using their SkyMiles account. SkyMiles members can use it for free in conjunction with Delta’s complimentary WiFi service.

Etihad enhances Scandinavian connectivity in strategic codeshare deal with SAS

Etihad Guest members will earn miles when they fly with SAS and vice versa for EuroBonus members, and this facility is now being extended to all flights across both airline networks.

Emirates and Batik Air enhance cooperation, offering more travel options to Southeast Asia

In line with the agreement, Emirates will place its code on Batik Air-operated flights to Penang, Kuching, Kota Kinabalu, Langkawi, Johor Bahru, Denpasar, Jakarta and Singapore, offering customers a seamless travel experience as they connect to new destinations using a single ticket, and convenient baggage policy.

Qatar Airways CEO Akbar Al Baker to step down

Badr Mohammed Al-Meer, who currently heads Doha’s Hamad Airport, will succeed Al Baker.

Qantas internationally rolls out neighbour-free seat initiative

The airline began a trial for Neighbour Free seating on 19 international routes this week, allowing some economy passengers to have an empty seat next to them.

New Qantaslink CEO appointed

The Qantas Group has announced that Rachel Yangoyan will be the new CEO of its regional and charter business, QantasLink.

TUI Group deepens partnership with IBS Software to optimise operations

TUI Group (TUI) has extended its decade-strong partnership with IBS Software, to optimise its Airline IT operations platform, allowing TUI to disrupt its existing business models, enhance scalability and accelerate speed to market, all while enhancing the customer experience.

Frontier the latest airline to make gaining status easier

Under the updated rules, Frontier Miles members will receive a minimum of 10 miles for every dollar they spend on flights, baggage, seat selections, and bundles.

One more leading global airline selects Loyal Solutions technology

Cathay Pacific and Loyal Solutions have entered a multi-year contract where Loyal Solutions will provide its market leading card-linking SaaS platform, LoyalTfacts® to power further innovation for Cathay`s successful Asia Miles program..

Oman Air partners with Branchspace

The project includes a complete revamp of the airline’s mobile app and web portal, covering the end-to-end digital customer experience and empowering data-driven dynamic retailing techniques. 

Southwest Airlines reported 3Q 2023 results

Net income of $193 million, or $0.31 per diluted share. Net income, excluding special items1, of $240 million, or $0.38 per diluted share. Record third quarter operating revenues of $6.5 billion. Liquidity2 of $12.7 billion, well in excess of debt outstanding of $8.0 billion

TripStack partners with Nok Air

Self-Connect, or Virtual Interlining (VI), is a method that combines flights from a specific airline with those from other carriers to create seamless itineraries that serve a range of destinations worldwide.

Korean Air’s premium class voted best-in-class in the 2023 USA Today 10 Best Readers’ Choice Awards

The airline also gained second place for best inflight food and sixth place for the best cabin crew.

Thai Airways International launches an exclusive inflight menu curated by Chef Bo

The menu is designed to enhance the passenger inflight experiences through the six Ayatana senses: sight, taste, smell, hearing, touch, and feeling.

Booking.com annual travel predictions report 2024

According to the research, travel is set to take center stage in 2024. This trend is driven by the increasing use of artificial intelligence (AI) in travel, which helps travelers streamline planning and frees them to enjoy more enriching experiences.

Hilton expands franchise model in Greater China

Hilton’s expanded franchise proposition unveils 19 new projects across the Hilton Garden Inn and DoubleTree by Hilton brands, further strengthening its growth momentum in Greater China where one in three hotel rooms under construction bears a Hilton flag.

Marriott Bonvoy Launches Virtual City in Fortnite With New ‘Marriott Bonvoy Land’ Game

Twitch streamer Sommerset and a surprise celebrity guest take on Marriott Bonvoy Land & give away free Marriott Bonvoy stays in livestream event November 2, 2023

Marriott Bonvoy Becomes the Official Hotel Partner of Live Nation Canada

A first of its kind for Live Nation Canada in the hotel category, this strategic relationship grants Marriott Bonvoy members access to exclusive concert and stay experiences at hundreds of Live Nation-promoted shows across Canada.

Marriott Bonvoy and Rappi join forces to offer great benefits to joint members in Mexico

Starting October 24, 2023, members who link their accounts can enjoy special benefits and exclusive promotions.

Marriott International to Expand Luxury Portfolio in Vietnam With Signing of JW Marriott, the Luxury Collection and Ritz-Carlton Reserve Resorts

The signings mark the expected debut of two new brands into Vietnam – Ritz-Carlton Reserve and The Luxury Collection on the tropical paradise of Hon Thom Island in Phu Quoc.

Hilton reports Q3 2023 results

In the third quarter of 2023, Hilton opened 107 new hotels totaling 15,700 rooms and achieved net unit growth of 14,300 rooms..

Wyndham Hotels & Resorts reports Q3 23 results

On September 30, 2023, the Company’s global development pipeline consisted of over 1,930 hotels and approximately 237,000 rooms, representing a 12% year-over-year increase, including 16% growth in the U.S.

Global Hotel Alliance Q3 performance peaks across the board; remains on track for a record year of for revenue

2023 revenue, room nights and total stays now all higher than 2019 year to date (YTD) • Total revenue doubled YTD compared to 2022 and hits US$1.7 billion • Q3 revenues up 41% versus Q3 2022, and room nights up 31% • GHA DISCOVERY hits 25 million members in loyalty programme milestone • Spain, Thailand and Italy deliver highest room revenue in 2023 YTD • Cross-brand revenues pick up 55% to $79 million in Q3 compared to Q3 2022 • DISCOVERY Dollars (D$) redemptions rocket 90% compared to Q3 2022

Global Hotel Alliance, a GLO member, wins ‘Excellence in Management’ Award from Golden Loyalty Awards in 2023

H World Announces Preliminary Q3 Operating Results

As a leading player in the hotel industry in China and one of the fastest-growing hotel groups in the world, H World has consistently adhered to the “customer-centric” sustainable quality growth leveraging digitisation to enhance the overall consumer experience, fortify brand loyalty, continuously optimise performance, and solidify its leading position in the industry.

Westin Hotels & Resorts Washington, DC Hotel Sets New Standard for Wellness Travel

The Westin Washington, DC Downtown is poised to become a hospitality wellness leader with focus on holistic well-being experiences and the largest hotel fitness studio in DC.

Mövenpick opens in Tallinn, Estonia

Formerly known as L’Embitu Hotel and situated on Lembitu Street in Tallinn, the hotel was renowned for its stylish design and excellent location.

Mandarin Oriental Hotel Group appoints Marcel Thoma as General Manager of Mandarin Oriental, New York

Mr. Thoma joined the Mandarin Oriental Hotel Group three years ago and has over 25 years of luxury hospitality industry experience.

Mandarin Oriental Bosphorus, Istanbul welcomes Hakkasan to its urban resort.

The award-winning restaurant will add to the rich dining experiences that guests can savour while enjoying scenic views of the Bosphorus from one of Istanbul’s most picturesque locations.

Cruise Saudi and Discover Saudi extend partnership

After a highly successful third season, during which Discover Saudi provided unique and memorable shore excursions to more than 5,200 cruise passengers in the Two Holy Cities of Makkah and Madinah, this collaboration will persist in delivering a seamless and unforgettable experience, maintaining the highest standards for both regional and international visitors.

Regent Seven Seas Cruises upgrades WiFi

All six ships are anticipated to be equipped with Starlink by the conclusion of 2024.

Superdrug launches new VIP Rewards loyalty scheme

The new VIP Rewards programme will automatically update for all current Health and Beautycard app and Superdrug.com members when they log in after 25 October.

JD Sports launches new loyalty app

JD Sports has introduced its new loyalty app in the UK, representing a significant step in the retailer’s efforts to enhance the customer experience. Shoppers can receive a 10% cashback on their initial purchase with JD Status, and for all subsequent purchases, they can earn 1% cashback, which can be used for future shopping at the sports retailer.

Tesco UK CEO as Tarry stands down with former Aldi boss hired as replacement

Tesco has appointed Matthew Barnes, the former CEO of Aldi, as its new Chief Executive for the UK, following Jason Tarry’s decision to step down from the company after 33 years. Tarry, who has led Tesco for the past six years, will depart from the company in March 2024. He is recognized for guiding Tesco through a successful turnaround and enhancing the supermarket’s competitiveness in the UK market, particularly during the challenges posed by the pandemic.

Paul Jones appointed as John Lewis’s exec to head up brand and store experience

Paul Jones joins after 12 years with Tesco where most recently he was Head of Brand, Store Design. He will be charged with developing the next evolution of John Lewis department stores. New in store experiences, events and propositions to be integrated with omnichannel approach as business commits to long-term store strategy.

Harry Rosen Introduces CLUB HARRY, an Elevated Loyalty Program Redefining the Customer Experience

The leading men’s retailer continues to announce brand evolutions to elevate and personalize the client experience ahead of its 70th anniversary.

Retail Subscriptions: Unilever selling majority of its stake in Dollar Shave Club, a subscription retail business after failing to achieve its goals

Unilever struggled to grow sales at Dollar Shave Club and the brand was later than rivals to establish itself in brick-and-mortar retailers. Unilever did not move quickly enough to balance what Dollar Shave Club spent to acquire a customer — through ads and discounts, for example — with what that customer spent. Balancing acquisition costs and customer spend is a main challenge for DTC brands.

HomeGoods shuts down online store to focus on in-store experience

The decision to focus on brick-and-mortar retail aligns with the unique sensory experience that physical stores offer, which cannot be replicated by online shopping.

Maurices Partners with Afterpay to Offer Seamless, Flexible Payment Option for Customers

This collaboration will provide Maurices’ customers with an easy way to pay for their online goods through four weekly installments, giving consumers more choice at checkout and creating a more seamless shopping experience.

New Research from Deliverect Shows The Impact of Digitization on Discovery and Loyalty in the Restaurant Industry

The survey of 5,000 people, which was commissioned by Deliverect and conducted by Censuswide, revealed the important role that technology plays in each stage of the consumer journey, from how they first discover restaurants to what ultimately drives customer loyalty and repeat orders.

Givex Corp. Launches New Feature For Givex Ecommerce: Customizable and Animated E-Gift Cards

This innovative feature elevates the digital gift card experience by allowing customers to customize, add video and animate their e-gift card deliveries with a personal touch. Brands can also have their Digital Gift Cards delivered with a corporate video message as well.

New Merkle Report Predicts Significant Growth for Retail Media Networks Despite Conservative Consumer Spending Projections

Merkle, dentsu’s leading technology-enabled, data-driven customer experience management (CXM) company, released its annual Retail Media Research Report, incorporating survey findings from retail media networks (RMNs) and brands.

New Research from Deliverect Shows The Impact of Digitization on Discovery and Loyalty in the Restaurant Industry

The survey of 5,000 people, which was commissioned by Deliverect and conducted by Censuswide, revealed the important role that technology plays in each stage of the consumer journey, from how they first discover restaurants to what ultimately drives customer loyalty and repeat orders.

Her Campus Media Acquires Gen Z Influencer Marketing Platform Zfluence

Bringing in Zfluence will further strengthen Her Campus Media’s influencer marketing capabilities by growing its community of Gen Z influencers and integrating Zfluence’s proprietary tech – which allows brands to match with, filter, and select influencers for their campaigns – to the Her Campus Media ecosystem.

Zilliqa Group and Racing League Strike Fan Engagement Partnership

The partnership will centre on the development of an innovative and interactive Web3 fan engagement programme set to launch later this year. 

Maximizing Sports Sponsorships: Tiger Pistol’s New Playbook for Beverage Marketers Puts Sports Fans in Focus for On-Premise Success

CGA by NIQ, the trusted on-premise measurement, insight, and research consultancy to food & drink businesses across the globe, recently published a series of reports that demonstrate that the future of pubs and bars is intrinsically linked to sports fans.

SWISS and SBB add Geneva Airport to the SWISS Air Rail network

SWISS and SBB add Geneva Airport to the SWISS Air Rail network with goal to provide SWISS Air Rail tickets with an SBB QR code, to help improve both boarding pass checks and customer care. Miles & More members will earn both award & status miles on their SWISS Air Rail tickets, with the number of miles earned based on their connecting flight and class of travel. SWISS First and SWISS Business customers also travel in 1st class on their SBB train connection.

Delivering Positive Customer Reviews for Dealerships

In the automotive industry, providing a seamless and memorable customer experience has become a key differentiator for dealerships.

Hertz reports Q3 2023 results

Revenue of 2.7bn, Net Income of $629m and adjusted coroprate EBITDA of $359m

Mastercard is set to incorporate additional Web3 technologies into its experiential marketing efforts.

The company has joined forces with Web3 infrastructure company MoonPay to explore how these tools can enhance consumer connections and redefine customer loyalty and engagement.

Saudi Tourism taps JCB cardholders

Saudi Tourism Authority (STA) and JCB International (JCB) have entered into an agreement aimed at boosting tourism in Saudi Arabia by extending their services to JCB cardholders worldwide.

Marqeta introduces new credit card issuing platform

The platform adds intuitive credit card program management tools and creates a “one-stop shop” for rolling out consumer and commercial credit programs, the company said in a news release.

BofA Second Annual More Rewards Day to Take Place on Thursday, November 9

Consumer and Small Business Credit Cardholders Will Earn Extra Cash Back, Miles or Points to Help Kick Off the Holiday Season.

Loyalty Juggernaut (LJI), GLO member, Wins Top Technology Innovation Award 3rd Year In A Row

GRAVTY Pulsar™ Recognized For Using Generative AI to Deliver Hyper-personalized Loyalty Programs Autonomously

Jamie Samaha Appointed CEO of Reward; Outgoing Founder Shifts Focus to International Expansion and Corporate Growth

Reward appoints ex-Mastercard executive Jamie Samaha as new CEO. Gavin Dein moves to Founder & Deputy Chairman role to support International and corporate development. Appointment to drive new phase of global growth and expansion.

Salesforce positioned as a Leader in the SPARK Matrix for Customer Loyalty Solutions, Q2, 2023, by Quadrant Knowledge Solutions

The Quadrant Knowledge Solutions SPARK Matrix™ provides competitive analysis & ranking of the leading customer loyalty solutions vendors. With its comprehensive technology for customer loyalty solutions, Salesforce receives strong ratings across the parameters of technology excellence and customer impact.

Opinion: The Evolution of Customer Loyalty Programs: A Data-Driven Future

The adoption of technology and the use of data are central to modern loyalty programs. Technological advancements have enabled loyalty programs to move beyond traditional point-based systems, offering more dynamic and engaging customer experiences.

Ping Identity Survey Finds Easy Digital Experiences Are New Barometer for Customer Loyalty

The report surveyed consumers worldwide across 14 regions and found a need for easier and more secure capabilities that address concerns around identity theft and simplified access.

PYMNTS study: More Than Half of Co-Branded Card Holders Want Better Offers

56% of store cardholders express interest in receiving tailored discounts and rewards based on their recent purchases, in contrast to only 44% of non-store cardholders who share this interest. This discrepancy underscores a significant opportunity for enhancing engagement through store card-linked offers.

Global POS Payment Methods Analysis Report 2023: More Than 50% of Consumers Aim to Reduce Cash Reliance, Opt for Contactless Payments – Forecast to 2027

More Than 50% of Consumers Aim to Reduce Cash Reliance, Opt for Contactless Payments – The volume of soft POS transactions is predicted to surpass 400 billion by 2027.

Japan E-commerce Payment Market Report 2023: Market to Grow to $256.90 Bn by 2028 from $140.37 Bn in 2022 – QR Codes and Mobile Payments Power Japan’s Booming E-Commerce Landscape

QR Codes and Mobile Payments Power Japan’s Booming E-Commerce Landscape. 

Asia-Pacific POS Payment Methods Analysis Report 2023: Prominent Players Like Grab and GoTo Facilitate Contactless Payments Expansion

In line with shifting consumer preferences, the adoption of QR code payments, mobile wallets, and BNPL services at POS is on the rise throughout the Asia-Pacific region.