All you need to know this week about loyalty & CX: GLO Loyalty Predictions 2024: Episode 7, 8, 9 - Key challenges 2024 • Turkish Airlines • oneworld • Delta • United • SAS• AirAstana • Southwest • Virgin Atlantic • Virgin Australia • IHG • Marriott Bonvoy • Condrad • Wyndham • Onyx • Hilton • Choice • Global Hotel Alliance • Payback • ManU •Nissan • citi • bilt • Klarna • Allianz Partners • Genesys • Stagwell• Cisco • Klook• Bold • Vonage etc.
GLOGLO Featured:
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Featuring: Benjamin Lipsey, Head of Flying Blue, Air France-KLM • Mehdi Hemici, Chief Loyalty & Ecommerce Officer, Accor • Jeffrey Goh, CEO Gulf Air Group • Kristi Gole, Head of Strategy, Global Hotel Alliance • Bahadir Durak, Snr. Head of Data Analytics & Loyalty Programs, Pegasus Airlines • Ali Bin Zayed, Head of EmCan Loyalty, Emarat • Dr. Nejib Ben-Khedher, Head of Emirates Skywards
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Featuring: Ramya Murali, Principal, Deloitte • Philip Shelper, CEO, Loyalty & Reward Co • Khalid El Bachraoui, Sia Partners • Brendan Boerbaitz, Deloitte • Thomas O’Toole, Kellogg School of Management • Kim Hardaker, Hardaker & Co. • Tony Piedade, Deputy Chair, GLO • Michael Smith, Board Director, Ai Connect
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Featuring: Luigi Marandola, VP, Global Cobrand & Merchant Partnerships, Visa • Katarina Mescal-Pevzner, Senior VP, Mastercard • Peter Kisbye, CEO, Loyal Solutions • Ram Machiraju, Product Leader, Salesforce • Danielle Colla, Senior Manager, Amadeus • Joe Mason, Chief Marketing Officer, Allianz Partners • Shyam Shah, CEO, Loyalty Juggernaut • Marcus Puffer, VP, IBS • Massimo Morin, Head of Travel, AWS
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Airlines & Alliances:
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oneworld unveils its first-ever dedicated lounge experience in Seoul For the launch of its first branded lounge, oneworld collaborated with global aviation ground services provider Swissport and the team behind its award-winning ASPIRE Airport Lounges.
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Trip.Com signs MOU with Vietjet The data integration initiative will enable customers to benefit from both parties’ loyalty programmes. Members of Vietjet SkyJoy and Trip.com Rewards can accumulate reward points to exchange for gifts, flight tickets, and other incentives from a plethora of third-party products and services.
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Turkish Airlines, part of Star Alliance, launches Istanbul-Melbourne flights on March 15 The Star Alliance airline intends to raise the standard of international travel while helping lower Australian airfares.
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Air Astana postpones London IPO to February Kazakhstan based airline, Air Astana has pushed back its London initial public offering to February 2024, as it gears up for a book-building process.
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Delta tees up largest-ever schedule to the 2024 Masters Tournament Delta is nearly doubling its seat offerings YOY — with a 30% increase over 2019 — featuring new routes from Austin, Washington, D.C., Palm Beach, Orlando, Boston and New York-JFK to Augusta Regional Airport (AGS).
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Delta will serve as the official airline of SXSW® this March in Austin, Texas, and CEO Ed Bastian will headline a SXSW featured session on Sunday, March 10.
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Malaysia moves to compulsory digital arrivals card Key goal is to reduce waiting times at immigration.
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Delta leaders take the stage at CES 2024 Delta leaders share key insights from their conversations at CES 2024 that illustrate how their work is helping Delta remain ahead of the industry.
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SAS and Pointspay sign agreement to launch new loyalty marketing and payment solution Loyalty marketing and payment platform introduces a convenient way for SAS EuroBonus members to seamlessly collect and spend EuroBonus Points during their everyday shopping experiences.
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United Airlines Announces Full-Year and Fourth-Quarter 2023 Financial Results Full-year diluted earnings per share of $7.89; full-year adjusted diluted earnings per share1 of $10.05 • Fourth quarter diluted earnings per share of $1.81, adjusted diluted earnings per share1 of $2.00, ahead of expectations • Delivered best quarterly on-time arrival performance in company history • Newark operations improved substantially with the best 4th quarter ever for on-time performance
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Turkish Airlines’ to launch all-new ‘Crystal’ business class suite Turkish Airlines’ new Crystal business class may be unveiled in May 2024.
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Virgin Atlantic Implement Payment Orchestration with CellPoint Digital The solution enables the global airline and travel group to streamline payment processes, drive revenue and minimise transaction costs
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Southwest Airlines reports fourth quarter and full year 2023 results The Company had record fourth quarter and full year 2023 revenue performance due to healthy leisure demand and continued yield strength, especially during the holiday time periods, coupled with record fourth quarter ancillary revenue, loyalty program revenue, and passengers carried.
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Meili and SAS announce strategic partnership to elevate travel experiences Meili, the innovative travel technology platform revolutionising collaborations in the global car rental industry, has officially declared a strategic partnership with Scandinavian Airlines (SAS).
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Virgin Australia will increase regional network with a Link Airways Partnership deal A new codeshare partnership with Link Airways is set to significantly expand Virgin Australia’s presence in regional Australia, offering benefits to residents in those areas. This collaboration will see the addition of seventeen regional codeshare routes operated by Link Airways to Virgin Australia’s domestic network, resulting in a 45% increase in the airline’s footprint in regional Australia.
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Plusgrade and LifeMiles partner to deepen LifeMiles member engagement Avianca is the largest airline in Colombia and has more than 13 million LifeMiles members. The program will integrate Plusgrade’s cutting-edge data science and predictive analytics to enhance member engagement when buying miles through targeted and personalised offers, accelerating LifeMiles members’ journey to their reward goals.
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ONYX Hospitality Group launches collaboration with airasia rewards In addition to offering 30% room discounts and special privileges for points collection, the partnership reinforces ONYX Hospitality Group’s leadership position in Southeast Asia.
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Hotels & Hospitality:
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IHG Hotels & Resorts Strengthens Leading Position in the Luxury & Lifestyle Segment Currently, IHG boasts one of the largest Luxury & Lifestyle portfolios in the world, consisting of six acclaimed brands that represent 22 percent of its global pipeline* – nearly double its stake from just five years ago. IHG has driven its ambition forward through a combination of strategic expansion, dedicated Luxury & Lifestyle expertise and significant investments in its wider enterprise platform to fuel brand awareness, consideration and loyalty.
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Marritt Bonvoy® welcomes fans as the official hotel partner of the US Soccer Federation Exclusive Four-Year Partnership Will Enhance Fan Experiences, Unlock New Benefits, and Celebrate the Unifying Power of Travel Across Communities.
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Hilton introduces StiR Creative Collective – a new recipe for F&B innovation “StiR Creative Collective is a leading-edge offering that marries the company’s global footprint with the team’s invaluable wealth of relevant experience designing and delivering extraordinary food and beverage destinations,” said Adam Crocini, senior vice president and global head, Food and Beverage Brands, Hilton.
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Moxy Hotels, part of Marriott Bonvoy’s portfolio of over 30 extraordinary hotel brands, is thrilled to announce the opening of Moxy Bengaluru Airport Prestige Tech Cloud, marking the brand’s debut in India. Introducing Bengaluru to a quirky and playful side of hospitality, the hotel is set to be the perfect social hub for both locals and travelers seeking a fun and adventurous retreat.
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Conrad Hotels & Resorts expands luxury portfolio with brand debut in Orlando “The arrival of Conrad Orlando reinforces our commitment to meet the ever-evolving needs of today’s traveler, and we are thrilled to add an additional luxury hotel to our robust portfolio in the market,” said Danny Hughes, president, Americas, Hilton.
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Offering a unique blend of modern architecture and warm Moroccan hospitality, the property is ideally located near the city of Marrakech, one of the largest leisure destinations in Morocco.
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Hilton opens more rooms in Q4 than any quarter in its history, achieves record year of signings Company positioned for accelerated growth in 2024, supported by largest‑ever development pipeline and launch of two new brands.
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Marriott International and Delonix Group announce strategic cooperation agreement in Mainland China Collaboration includes opportunity to affiliate over 100 full-service Delonix hotels with Marriott’s Tribute Portfolio.
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The Professional Tennis Players Association Unveils New Official Global Partnership with Hilton The multiyear partnership names Hilton as Official Hotel & Lodging Partner, supporting players on tour with exceptional hotel stays and exclusive experiences for Hilton Honors members.
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sbe froms strategic alliance with Wyndham Project HQ, the new smart life-style brand leverages sbe’s decades of lifestyle expertise, offering a transformative solution for adapting legacy hotels into exceptional centers for dining, nightlife, and wellness.
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Choice is doubling down on its success to restyle the look and enhance the on-property experiences of its upscale and upper-upscale brands.
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Marriott International Announces Global Growth of Apartments by Marriott Bonvoy Portfolio Just one year after announcing its intention to expand presence in premium and luxury apartment-style accommodations, Marriott has opened its first property in Puerto Rico and signed agreements in the United States, Italy, and Saudi Arabia.
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Hilton and The BRIT Awards Announce New Partnership Hilton will be this year’s Official Hotel Partner and the collaboration will see the leading hospitality company associating with the biggest night in UK music
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Hilton Hotels launches metaverse loyalty: Roblox Rewards This week, Hilton Hotels introduced a new program for members in collaboration with its celebrity ambassador, Paris Hilton, on the video game platform.
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Shatterproof ‘Hospitality Heroes’ raises $2M to drive solutions to the addiction crisis Shatterproof, a national nonprofit dedicated to transforming addiction treatment in the U.S., recently honoured Mark Hoplamazian, president and CEO, Hyatt, with the Shatterproof Hospitality Hero Award.
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Following last year’s industry-leading partnership as the first global hospitality company to sponsor the Outstanding Bar category, this renewed support underscores Hilton’s ongoing innovation in food and beverage and, this year, puts the spotlight on top-tier culinary talent.
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Global Hotel Alliance reports record 2023 and positive outlook for 2024 with further growth expected With more members understanding the value of D$ (D$1 equal to US$1) – as easy to redeem as cash toward the bill at checkout – D$ redemptions more than doubled year over year. Redemption spiked during key 2023 holiday periods, with December seeing the highest redemption rate since the rewards currency was launched two years ago.
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Retail, E-commerce & F&B:
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Kroger CIO Discusses Digital Innovation Trends for Grocery Retail in 2024 “We continue to invest in our digital transformation journey by enhancing our customer and associate experiences, recognizing that both are equally impactful to gaining loyalty and earning our customer’s next trip,” said Yael Cosset, Kroger CIO and SVP.
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Continous excellence: Loyalty Partner was recognised as a “top employer” This year, the parent company of the PAYBACK bonus program has once again been awarded the title of “Top Employer”. The “Top Employer Institute” has recognized the company for the 18th time in a row for its outstanding conditions as an employer.
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Smokey Mo’s BBQ Continues Company Growth With New App and Loyalty Program Smokey Mo’s BBQ Rewards and the new Smokey Mo’s BBQ app, developed with Punchh, with consultant services provided by Restaurant Loyalty Specialists, enable rewards members to earn points on every order towards free barbecue, allowing guests to connect with the brand in an immediately rewarding way.
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Potbelly Launches Reimagined Potbelly Perks Loyalty Program Complete with a collection of all new benefits for loyal fans of the brand, the relaunched program rewards members faster than ever before, makes more of the menu available for rewards redemptions, and introduces bankable Coins in place of the brand’s former Points program.
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Members of UJ’s loyalty program, Uncle Joe’s Social Club, receive free pizza pies on their birthdays, a $20 gift card for every $100 spent on catering orders, free gelato with every meal for kids ages 10 and under, and other special members-only perks.
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gesund.de and Payback extend partnership More than 31 million PAYBACK users can reward themselves with PAYBACK points when shopping via gesund.de. They can collect these points when they buy over-the-counter medicines and healthcare products online from their local pharmacy.
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Entertainment, Sport, Telecom & Social Media:
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Manchester United partners with SCAYLE on new global e-commerce experience The club’s new e-commerce experience will launch later this year and continue to be evolved in alignment with the club’s ambition of delivering a best in class direct-to-consumer experience for its global fan base.
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Changing dynamics of the wellness industry towards subscription-based models As consumers increasingly expect seamless convenience across all their daily routines, health and wellness services are increasingly relying on subscription models.
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Transport, Fuel Retail & Mobility:
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DispatchTrack launches customer notification enhancements for a more unified CX With these new capabilities, DispatchTrack users now have a unified and comprehensive communication framework to stay connected with their customers in near-real time from the first order update to the post-delivery customer satisfaction survey.
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uChoose Rewards Members can now pay with points at the pump at bp and Amoco Stations Credit and debit cardholders whose financial institutions offer rewards via the popular program from Fiserv can apply points to save money on fuel at thousands of locations.
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Nissan rewards loyal customers through new programme Nissan Saudi Arabia has announced launch of a new rewards programme through a dedicated mobile application. The programme was created as part of a partnership between Nissan Saudi Arabia and The Entertainer, a lifestyle-based rewards app.
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Payments, Finance, Property & Insurance:
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Hagerty names Arjun H. Chowdri as Senior Vice President of Membership & Retention Arjun will lead the company’s global membership programs, including the Hagerty Driver’s Club, the world’s largest paid car club with more than 800,000 members.
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Citi launches new browser extension for savvy shoppers Users can activate the extension on a compatible desktop browser and enroll their eligible Citi branded U.S. credit card, allowing them to use the tool immediately.
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Bilt raises new equity reaching a $3.1billion valuation The company, founded two years ago, plans to utilize the funds to expand into mortgage payment rewards and strengthen its Rewards Alliance program.
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Klarna enters booming subscription market with the launch of Klarna Plus in the US Loyal Klarna shoppers can now unlock exclusive shopping and financing features and deals with a monthly Klarna Plus membership.
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Payment technology enhances the convenience of loyalty programs Australian shoppers now have the opportunity to enjoy the benefits of seamlessly linking their payment card and loyalty program. This integration ensures that customers receive loyalty rewards directly at the point of sale, eliminating the need for a physical loyalty card during transactions.
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Allianz Partners announces the launch of the allyz mobile app, your one-stop-shop companion The launch cements Allianz Partners’ position as a world-leader in the provision of digital insurance, assistance, and travel-related services.
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Loyalty Technology, Solutions & Consulting:
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New integration to help venues maximize revenue and enhance guest satisfaction.
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6D Technologies Announces Innovative Telco Cloudification Collaboration with AWS This collaboration will bring together the future-driven solutions from 6D Technologies with the infrastructure of AWS, promising unprecedented advancements in network scalability, agility, and customer experiences.
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With Landmark 5.0 Release, Marello Raises the Bar for Omnichannel Commerce Digital operations platform delivers superior brand experiences and powerful operational gains across the B2B and B2C Commerce ecosystem
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Global marketing leader to leverage vast experience spanning sales operations, product strategy, and digital marketing to drive user adoption and growth
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Genesys acquires Radarr Technologies to unify customer experience By combining the comprehensive public social media capabilities within the Radarr Technologies solution with the all-in-one Genesys Cloud™ platform, Genesys will empower organizations to unify the customer experience (CX) like never before, helping them create proactive, prescriptive engagement built to drive loyalty in the AI economy.
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Bold Commerce launches biometric checkout solution called Bold Checkout with Wink The solution, powered by Wink, aims to enhance the overall checkout experience, drive conversion rates, boost customer loyalty, and increase average order value.
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A major breakthrough in operational effectiveness, CX.AI will play a pivotal role in shaping memorable experiences that enhance customer loyalty.
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Reports, Research, Insights & Opinions:
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Just 27% of UK travellers have rebooked the same hotel due to the cost-of-living crisis Leveraging technology to deliver an exceptional experience from booking to check out is key to ensuring guests rebook in the current economic climate.
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The even distribution of promotions throughout the year points to a deliberate effort by retailers to drive consistent customer engagement, steering away from the reliance on seasonal spikes.
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Recurly Releases its 2024 State of Subscriptions Report Drawing on data across millions of subscribers and billions of transactions, this report reveals benchmarks and trends and then pairs them with best practices to help subscription businesses drive strong growth strategies in the coming year.
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Vonage Research reveals nearly half of consumers expect 24/7 customer service support Data highlights ways AI brings 24/7 immediacy, with automation and personalization, for continuous engagement across diverse communications channels.
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Runa Study reveals growth of digital B2B gift card distribution channels The study explores evolving consumer preferences, highlighting that 41% of consumers primarily receive gift cards through loyalty and rewards programs.
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Credit-Cards-as-a-Service Global Market Report: Key Considerations for Building a Card Program For many, launching a card as a core business or an extension of existing operations is an appealing prospect. Acting as a payment tool, an open-ended revolving loan product, a platform for consumer loyalty programs, and more, it requires capital and industry knowledge to build and maintain a credit card program.
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Kearney Consumer Institute launches first Consumer Stress Index The new Index provides a fresh lens through which to view consumer sentiment, through a unique combination of macroeconomic data—on topics ranging from finances to global conflict to healthcare—and consumer input.
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Unique experiences and activities take precedence in their travel plans as the first thing they look at, with 85% of travelers willing to invest in experiences during their holidays. This remarkable shift is a testament to their increasing desire for authentic experiences…
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“Loyalty Juggernauts”: 27th annual Customer Loyalty Engagement Index (CLEI) by Brand Keys The economic impact of brand loyalty strategies is underscored by compelling facts, such as the significantly higher cost of acquiring new customers compared to retaining existing ones. The study reveals that a 5% increase in loyalty can lead to substantial lifetime profit boosts and across-the-board cost reductions.
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Forbes Loyalty Program Trends In 2024 In the realm of travel loyalty programs, change is a constant factor, driven by the fierce competition among various companies for consumers’ attention and spending. To remain relevant and capture consumer interest, loyalty programs are adapting and evolving.
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Drexel University study: Self-checkout hurting customer loyalty The research findings reveal that the traditional checkout process, featuring a human cashier, is associated with higher levels of customer loyalty and an increased likelihood of future visits compared to self-checkout alternatives.
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Among the top concerns, businesses cited the threats to an organization’s legal and Intellectual Property rights (69%), and the risk of disclosure of information to the public or competitors (68%).
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Jobs & Careers:
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Location: London, England, United Kingdom. Click here to apply.
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Feedzai is hiring: Head of Customer Marketing Location: UK (remote working). Click here to apply.
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A digital marketing agency is hiring: Head of CRM Location: Ipswich, England, United Kingdom. Click here to apply.
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Jobs: Mobile UX Designer for Beverage Loyalty platform (brand new app) Location: Remote, but HQ is in San Francisco. Click here to apply
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Location: Margate/Hybrid, England, United Kingdom. Click here to apply.
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