All you need to know this week about loyalty & CX: GLO Aviation Festival Americas panel 2024 - Loyalty in the age of digitalisation • Alaska Airlines • Emirates • Qatar Airways • Qantas • British Airways • ITA Airways • Southwest • United Airlines • Etihad • Choice Hotels • Trip.com • Hilton • Marriott • Accor • IHG • Deliveroo • Starbucks • Victoria's Secret • Infosys • Revolut • Loyal Solutions • Visa • Mastercard • Loyalty reports • Loyalty Careers & Job.
GLOGLO Featured:
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GLO Interview with Guillermo Pucciano, Head of Loyalty, SKY Airlines (Full member video) Full member video. Topics covered: Idea and philosophy behind Sky Plus – Challenges launching a new program – On membership – Features of Sky Plus – On building a platform – On technology – On partnerships – Key KPIs – The million miles question – Magic wand – Advice to younger self
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GLO Interview with Guillermo Pucciano, Head of Loyalty, SKY Airlines (non-member trailer video) Join GLO to access premium content. Topics covered: Idea and philosophy behind Sky Plus – Challenges launching a new program – On membership – Features of Sky Plus – On building a platform – On technology – On partnerships – Key KPIs – The million miles question – Magic wand – Advice to younger self
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GLO Interview: Juan Nicolas Rhoads, NR Consulting, ex Aeromexico, Mexico (non-member trailer video) Join GLO to access premium content. Topics covered: 00:30 – on latest trends in Loyalty Programs, CX and customer experience in LATAM • 04:30 – on innovation among LATAM airlines (Aeromexico, LATAM, SKY, etc.) Who is leading innovation? • 06:45 – on loyalty programs launched by LCC and ULCC • 09:45 – on consolidation in LATAM (Aeromexico/Delta, LATAM/Delta, Avianca/GOL, LCCs (Viva/Sky,etc.) • 14:00 – on loyalty for Millennials • 14:45 – one prediction in loyalty in LATAM • 15:45 -best campaign
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GLO Interview: Juan Nicolas Rhoads, NR Consulting, ex Aeromexico, Mexico (full member video) Topics covered: 00:30 – on latest trends in Loyalty Programs, CX and customer experience in LATAM
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GLO Panel Aviation Festival Americas: Loyalty in the age of Digitalisation Topics covered: Introduction to GLO; What is true loyalty? • Evolution of loyalty programs: from transaction to experiential loyalty • Technology as an enabler
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GLO Panel Aviation Festival Americas: Loyalty in the age of Digitalisation (Trailer) Join GLO to access premium content
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Airlines, Alliances & Airports:
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This collaboration enables travelers to purchase an eSIM directly when booking their trips on alaskaair.com, enhancing their connectivity and travel experience.
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Qatar Airways Announces Partnership Renewal with UEFA The award-winning airline is now the Official Airline Partner of all UEFA men’s national team competitions. “As the Official Airline Partner of the men’s national competitions, Qatar Airways is committed to bringing thousands of fans to Germany for this prestigious event,” said Qatar Airways Group Chief Executive Officer, Engr. Badr Mohammed Al-Meer.
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SEA Milan Airports enhances passenger experience with AirportLabs’ Pocket Flights This collaboration marks a significant step forward in enhancing the travel experience for millions of passengers transiting through these international gateways.
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Qantas accelerates expansion into holiday packages market Qantas announced it would purchase the remaining 49 per cent of Byron Bay born online travel business TripADeal, accelerating Qantas Loyalty’s exposure to the growing $13 billion online holiday packages market.
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Qatar Airways is the Official Airline Partner of Premier Padel The multi-year partnership will see the official tour renamed ‘Qatar Airways Premier Padel Tour’ and the tour finals renamed to ‘Qatar Airways Premier Padel Finals’.
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Southwest Airlines celebrates birthday Southwest Airlines Co. continues its birthday celebration with a sale on flights starting as low as $53 one-way in honour of the carrier turning 53.
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Alaska Airlines launches seasonal, daily flight between Portland and New Orleans Alaska Airlines is continuing to expand the destinations it flies from Portland with the launch of the first nonstop flight to New Orleans beginning this January.
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Hawaiian Airlines and Plusgrade Partner to Simplify HawaiianMiles Buying and Gifting Plusgrade’s loyalty business unit, Points, will now power the Buy and Gift loyalty solutions for HawaiianMiles, giving members the ability to easily buy and gift miles. This enhancement provides HawaiianMiles members with the convenience of purchasing miles online, expediting their ability to redeem miles for their next Hawaiian Airlines flight.
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We want a PNR-free world quicker than 5-7 Years from now: Tamur Goudarzi Pour, Lufthansa Group In an interview with Linda Fox, Senior Reporter for PhocusWire, Pour discussed his goal for a “PNR-free world” and emphasized the importance of enhancing customer experience in the airline industry’s post-pandemic recovery.
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British Airways has teamed up with Uber Boat by Thames Clippers to offer a scenic journey to the airport with 25% off tickets and a complimentary drink on the Thames.
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Lunar and SAS have enter a new partnership The two Scandinavian companies, Lunar and SAS, have entered a new partnership. Today, they are launching Scandinavia’s first debit card that allows you to earn EuroBonus points on daily purchases from trips to the supermarket, morning coffee, and summer experiences – without using credit.
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ITA Airways Receives Four-Star Rating from Skytrax ITA Airways, the Italian reference carrier, has achieved a significant milestone by receiving a Four-Star rating from Skytrax, acknowledging its exceptional quality in customer service.
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Vanessa Kuykendall Appointed Chief Engagement Officer at Market Defense Formerly serving as Chief Operating Officer, Vanessa will utilize Market Defense’s formidable data analytics to gain insights into marketplace customer preferences, behaviors, and trends to drive sales and build lasting brand loyalty for Market Defense clients.
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Alaska Airlines unveils new state-of-the-art location at Harvey Milk Terminal 1 The two-year, $30 million relocation project to Harvey Milk Terminal 1 is part of Alaska Airlines’ larger $3 billion investment in infrastructure to enhance the guest experience at our major hubs along the West Coast.
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Emirates celebrates one year of Premium Economy in Singapore In the cabin, every inch of space anticipates customer needs with a generous seat pitch and width for working and relaxing, and customised features that offer function and convenience like in-seat charging points and a side cocktail table. The experience is rounded off with expertly curated in-flight amenities, an inventive menu, and extensive beverage options.
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Emirates Introduces its Premium Economy product on flights to Osaka The product launch in Osaka follows the introduction of the Premium Economy cabin on flights to Tokyo Narita in December 2023.
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United Airlines members can donate unused miles to support Special Olympics United Airlines Continues Support of Special Olympics, Allows Loyalty Program Members to Donate Unused Miles
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Etihad celebrates launch flights to eight more destinations this June In a massive boost to its network schedule, Etihad Airways, the national airline of the UAE, is celebrating the launch of flights to eight destinations this June, taking the total number of operating routes this summer to 76.
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Hotels & Hospitality:
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LVMH and Accor join forces to take Orient Express to new horizons Accor and LVMH partner to develop the Orient Express brand, enhancing luxury travel with new trains, hotels, and sailing ships, aiming for exceptional global experiences.
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The Luxury Collection Makes Its Grand Debut In Germany Embracing the city’s rich heritage and vibrant culture, Koenigshof, a Luxury Collection Hotel, Munich offers an unparalleled blend of luxury hospitality and local authenticity.
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Marriott International Plans to Strengthen Footprint in France Expected additions include three Moxy Hotels and the highly anticipated Hôtel du Couvent, a Luxury Collection Hotel, Nice
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Hilton debuts two new stunning Portuguese properties Hilton has announced the opening of two hotels, DUO Hotel Lisbon, Curio Collection by Hilton and DoubleTree by Hilton Lagoa Azores, as the company expands its portfolio in Portugal.
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SpringHill Suites by Marriott signs new soccer partnerships in US Fans attending two of this summer’s biggest soccer matches will be able to participate in, for the first time, SpringHill’s Suites’ ‘Space for the Whole Team,’ experience.
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Hilton announces two Icelandic hotels The properties will further bolster Hilton´s existing portfolio of four hotels in Iceland: Reykjavik Konsulat Hotel, Curio Collection by Hilton, Canopy by Hilton Reykjavik City Centre, Iceland Parliament Hotel, Curio Collection by Hilton and Hilton Reykjavik Nordica.
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Marriott Bonvoy and Starbucks announce rewards partnership By enrolling in both programs and linking accounts, members can earn Marriott Bonvoy points and Starbucks Stars and be on their way toward free stays and coffee as well as access to curated travel experiences.
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10 things you didn’t know about the Holiday Inn brand – from fun facts to pioneering moments According to Morning Consult Intelligence data, the leading audience & brand tracking platform, the Holiday Inn brand is the most trusted travel and hospitality brand in the United States. To celebrate, IHG Hotels & Resorts looks back on the brand’s history and legacy of extraordinary stories and industry-changing success.
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Trip.com releases Trip.Best list The Trip.Best lists enable global travellers to select the best experiences a destination offers, including hotels and attractions, as well as lifestyle choices such as restaurants and nightlife.
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St. Regis Hotels & Resorts Unveils A Glamorous Coastal Haven With The Debut Of The St. Regis Al Mouj Muscat Resort In Oman. The Iconic Brand Brings its Celebrated Rituals, Vanguard Spirit, and Exquisite Dining Experiences to Muscat
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Holiday Inn ranks #1 most trusted brand in travel and hospitality Holiday Inn pioneered the concept of hotel loyalty programs in February of 1983, setting an industry standard that laid the groundwork for IHG Hotels & Resorts to establish one of the world’s largest loyalty programs, now known as IHG One Rewards.
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Westin Hotels & Resorts Makes Its Debut In Vietnam Nestled on a Sandy Beach, the Newest Westin Resort Invites Guests to Relax and Recharge in a Wellness-Focused Oasis.
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Marriott Bonvoy, Marriott International’s award-winning travel program, and The J. Willard and Alice S. Marriott (JWASM) Foundation are combining forces to donate $500,000 to World Central Kitchen (WCK), the non-profit organization founded by renowned chef José Andrés.
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IHG’s Vignette Collection makes Vietnam debut in Hoi An The growth of IHG Hotels & Resorts in Vietnam continues with the introduction of its Vignette Collection brand to the country through an agreement with new partner Hoi An Pearl Joint Stock Company.
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The accolade underscores Accor’s commitment to delivering unparalleled experiences and benefits to its members across the region.
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David Beers appointed Chief Executive Officer of Choice Hotels EMEA As the new Chief Executive Officer, David Beers will be responsible for driving the strategic growth and improving the financial performance of the EMEA region, which comprises almost 400 hotels in 17 countries. The company’s flagship brands in the region include Ascend Hotel Collection, Clarion, Comfort and Quality.
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Cruises:
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Variety Cruises Launches Incentive Promotion for Travel Advisors According to a press release, travel advisors who book three cabins on Variety’s Tahiti itineraries departing now through April 30, 2025, and make bookings by September 15, 2024, will qualify for a free cruise for two.
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Oceania Cruises Unveils Expanded Culinary Offerings Frank A. Del Rio, president of Oceania Cruises, said: “Food is the foundation of what we do on board each of our ships, and globally, in the destinations we visit. We are renowned for serving The Finest Cuisine at Sea, as it is at the very core of our business.
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Explora Journeys Kicks off Partnership with Louis Vuitton for 37th America’s Cup Explora Journeys announced its sponsorship of Emirates Team New Zealand for the Louis Vuitton 37th America’s Cup, highlighting its commitment to competitive sailing and excellence
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Princess Cruises introduces the Captain’s Circle Loyalty Accelerator program The newly launched program offers double cruise credits with the purchase of Princess Plus and Premier Packages.
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Retail, E-commerce, F&B, Healthcare:
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Victoria’s Secret focuses on personalisation to drive loyalty To enhance loyalty, the company is implementing targeted strategies to re-engage shoppers. CEO Martin Waters highlighted the shift from a credit card-based loyalty program to a multi-tender system, which now accounts for 80% of sales and includes 30 million customers. This shift provides a significant platform for learning and personalization.
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Captiv8’s Branded Storefronts harnesses the power of creator storytelling and personalized product curation to deliver a distraction-free social commerce experience outside the constraints of social networks.
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LEVI’S® bolsters direct-to-consumer strategy in Asia Located in the popular Pacific Mall in Delhi, the store reflects Levi’s® commitment to the Indian market and focus on head-to-toe denim lifestyle shopping experiences across the country.
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Deliveroo launches invite only ‘Plus Diamond’ loyalty program Members of Plus Diamond will enjoy priority delivery on all orders and a guarantee for on-time delivery, with the full order value credited back if it arrives more than 10 minutes late. They will also have direct access to a dedicated Diamond customer care team, an enhanced in-app experience to discover top selections, and receive 10% back in Deliveroo credit on orders over £30.
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Ruby’s Diner Launches New App ‘My Ruby’s Rewards™’ at Participating California Locations With a service motto of “Make Room for Everyone™”, ‘My Ruby’s Rewards™’ is a loyalty program designed to share the love with valued customers. In addition to purchasing gift cards, patrons may earn points with every order.
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Poshmark is leveraging virtual live events to boost enthusiasm and engagement among Gen Z The resale marketplace unveiled Posh Party LIVE, a real-time virtual event themed around topics such as “Summer Neutrals” and “Luxury Goods,” designed to enhance the social aspect of shopping.
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Payments, Finance, Property & Insurance:
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CardFree Introduces ‘Smart AI Upsell’: Revolutionizing Restaurant and Hospitality Ordering This innovative tool uses AI algorithms to analyze historical ordering data and suggest complementary items to customers, potentially increasing transaction values and improving customer satisfaction.
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CIH BANK partners with Mastercard CIH BANK partners with Mastercard, the official sponsor of the UEFA Champions League, to reward its most engaged customers with priceless experiences.
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The report, based on surveys with more than 3,000 U.S. consumers, showed that when it comes to co-branded cards, loyalty points and rewards granted in exchange for using the cards are the biggest draw for bargain-hunting consumers.
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BNPL users seek rewards for their purchases PYMNTS Intelligence Report finds that more consumers would opt for buy now, pay later (BNPL) services for larger purchases if they received rewards for doing so.
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The report emphasizes how PFE solutions enable financial institutions to drive stronger customer engagement, retention, deposit growth and cross-selling opportunities by incorporating personalized financial wellness capabilities into their digital banking channels.
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Qatar Airways Privilege Club Launch its First Credit Cards in the USA Qatar Airways Privilege Club takes the lead as the first international airline loyalty programme to offer a Visa Infinite credit card in the U.S. market including the ability to link your card and earn Avios from a wide varity of US stores and webshops – everyday.
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Revolut launches RevPoints loyalty programme Revolut has launched RevPoints, allowing customers to turn their everyday spending into rewards. These will include airline miles and exclusive discounts on travel, accommodation and experiences.
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Loyalty Technology, Solutions & Consulting:
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Pushly and Future Join Forces to Deliver Enhanced Personalized Notifications to Consumers Pushly, the leading push notification platform, announced a strategic partnership with Future, a global leader in specialist media, to deliver advanced web push notifications to millions of readers across various sectors.
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The innovative Airdrop Arcade has attracted hundreds of thousands of participants, significantly boosting network growth and community engagement.
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Fetch Elevates Platform Experience with More Ways to Earn Points and Amplify Brand Engagement From an innovative e-commerce integration to redesigned brand-discovery features and digital receipt submission experience, the updates further reward users for their everyday actions and help brands increase consumer engagement.
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Loyal Solutions powers new innovative program at Ferrari World Aldar, a leading developer in the UAE, has launched version 2 of the highly successful Darna Rewards program powered by Loyal Solutions at all its malls and theme parks.
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IBS Software Announces Appointment of New Chief Executive Officer Somit Goyal Somit Goyal brings a wealth of experience in the enterprise software sector, having held leadership roles at globally renowned companies such as Microsoft, SAP, Oracle and AOL.
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Factor4 Announces Expansion of Partnership with Whittle Group One of the key developments resulting from this partnership is the Gift and Loyalty – Tetra application built with Whittle Group’s technology, which seamlessly operates on Ingenico Desk 3500, Desk 5000 and Move 5000 payment terminals.
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With creative services and experience in design, digital commerce, MarTech orchestration, performance marketing and marketing operations, Infosys Aster™ brings agility to the marketing value chain for B2B and B2C brands.
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Givex Enterprise Services Achieves 91% Year Over Year Growth and Anticipates Continued Momentum Quick Service Restaurants are increasingly choosing Givex to install and manage their technology ecosystems.
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Quad and Swiftly partner to advance digital in-store retail media network Swiftly to provide Quad’s In-Store Connect with CPG content as part of a seamlessly integrated omnichannel experience for brands and retailers.
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Exchange Solutions Launches SaaS Loyalty and Personalized Offers Joint customers can now integrate Exchange Solutions’ loyalty services directly within their Snowflake environments
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Snipp Interactive Inc., today announced its latest advancements in combating the growing threat of fraud in promotions, loyalty and receipt-based programs.
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Reports, Research, Insights & Opinions:
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D-edge: Digital Markets Act (DMA) implications for hospitality and hotels industry D-edge covers implications of Digital Markets Act implementation for hospitality and hotels industries, including significant drop in free traffic, increased dependence on paid traffic, rising distribution costs, unfavourable shift in channel distribution mix.
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Brands spend more on live events and experiences Younger generations, in particular, value experiences that bring joy and connection over accumulating material items. Research on subjective well-being has gained popularity, with media coverage and podcasts exploring the science of happiness.
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Older consumers tend to be more loyal than their younger counterparts In an interview with PYMNTS, Paco Underhill, a psychologist and retail consultant and author of “Why We Buy,” discussed how the wealth concentration among older consumers is shifting loyalty dynamics.
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New Study Reveals How Loyalty Programs Boost Customer Spending and Drive Longterm Business Success Snappy’s 2024 Customer Loyalty Study Finds 70% of Consumers Prioritize Brands with Loyalty Offerings; 76% of Americans Report They Will Spend More When Part of a Loyalty Program
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Mastercard – Travel Trends 2024: Breaking Boundaries Despite challenges like fluctuating exchange rates, climate issues, and varying affordability, the desire to travel remains strong. People are becoming more strategic about their travel choices, leading to significant shifts in travel patterns in 2024.
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Jobs & Careers:
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Merkle is hiring: Customer Loyalty Strategy Lead Location: London, UK. Click inside to apply.
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Marriott Internations is hiring: Senior Director, Luxury Brand Marketing EMEA Location: London, UK. Click inside to apply.
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Canva is hiring: Lead Campaign Strategist Location: London, UK. Click inside to apply.
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JP Morgan Chase is hiring: Vice President Sapphire Airport Lounge Guest Experience & Partnerships
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Collinson is hiring: Loyalty Partnerships Coordinator (Points) Location: London, UK. Click inside to apply.
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Microsoft is hiring: Senior Director, Customer Relationship Marketing Location: Redmont, USA. (Remote working) Click inside to apply.
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