GLO Weekly: Global Loyalty & CX News 18.08.2023 (Week 33)
Global Loyalty Organisation
Global independent network of professionals in loyalty, customer engagement and loyalty innovation.
Featured:?
?
Visa brings deep knowledge of payments and technologies behind loyalty, co-brand, partnerships and rewards ? Global Loyalty Organisation unites the largest global players in loyalty, rewards and consumer experience.
?
Visa co-brand & merchant partnership development?team current structure ? What would be key defining factors for the launch of a co-brand program to be successful? ? What were the worst strategies and biggest mistakes that you've seen companies do? What our members should avoid at any cost? ? In your experience what do you see working better – holding companies' co-brand cards or you are seeing some of the successful independent or coalition programs?
?
On "new economy" players (e-commerce, e-mobility, and experiences) launching loyalty programs & co-branded cards and trends in the coming 2-3 years ? What do consumers expect from the co-brand loyalty proposition? What benefits are a must for the program to succeed? ? What customer behaviour do you expect in 2024 and during a recession? ? Do brands re-adjust programs once in 2 years or more frequently? ? What are you seeing at Visa on innovations & where do you expect the sector to be in 3-5 years?
?
What new technologies do you expect to emerge in 3-5 years? ? On 'blesure' ? On trends in developed vs. emerging markets ? What opportunities and challenges do you see in 2024? ? What is the DNA of Visa? What is the differentiating part of Visa's proposition? What do you provide to deepen relationships & reach? ? What would be your advice to younger self? ? What co-brand cards are in your wallet? ? What technology would you add if you had a magic wand? ? How would you spend 1'000'000 points?
Attend World Aviation Festival 2023 as GLO member for FREE or with 25% discount!?
GLO Airlines & Airports members get Free Entry.
All other members have 25% discount.
Please?contact us?for a member discount code.
?
Airlines & Alliances News:
“The northern summer travel season got off to a strong start in June with double-digit demand growth and average load factors topping 84%. Planes are full which is good news for airlines, local economies, and travel and tourism-dependent jobs. All benefit from the industry’s ongoing recovery,” said Willie Walsh, IATA’s Director General.
???
For Millennials and Gen Zs in the Asia Pacific region, travel has evolved beyond simply visiting destinations on a list. When arranging vacations, prioritising experiences has become the leading factor, outweighing the significance of lodging and flight selections. Furthermore, are also prepared to invest financially in these experiences.?
Etihad Airways, the UAE’s national airline, revealed a video showcasing behind-the-scenes of its electrifying stunt in celebration of its collaboration with Paramount Pictures. The stunt, watched by millions on the airline’s social media channels, was released to celebrate the worldwide launch of Mission: Impossible – Dead Reckoning Part One
???
First half 2023 net profit increased by 78% reaching AED 801 million and turnover exceeding AED 2.8 billion.
??
Emirates joins the celebration of the Kerala harvest season, with a myriad of delicious treats onboard and an array of entertaining Malayalam movies. From 20 - 31 August 2023, authentic Onam dishes will be served across all cabin classes, on flights to and from Kochi and Thiruvananthapuram to Dubai.
Max Kownatzki, the CEO of SunExpress, said: “This award is a testament to the quality of the product and service standards we offer to our customers. It is a source of great pleasure for us to see that this award is based on direct feedback from passengers, and that our guests appreciate the devoted work of all our teams on this occasion..."
The platform allows for the purchase of carbon offsets alongside or independent of Customer SAF Claims, from a selected portfolio of projects including the Delta Blue Carbon mangrove restoration project. Southwest recognizes the impact that credible projects play in avoiding, reducing, or removing carbon as in-sector technologies develop and is excited that the tool allows for customizable self-service purchases based on corporate Customers' individual priorities, budgets, and strategies.
"Punctuality is one of the main hallmarks of Iberia Express and the data continues to support our commitment to getting passengers to their destinations on time during the season with the greatest number of flights and travellers," explained Fernando Ortiz, production director of Iberia Express.
The nearly 21,000-square-foot E Concourse Club seats more than 400 guests and overlooks the famous Boston Harbor. Operating alongside the two Clubs on Concourse A, Delta Sky Club will have a capacity for more than 1,000 guests simultaneously at BOS.
Partnership with IAG Loyalty will see Finnair Plus loyalty programme adopt Avios as its new currency in 2024 ? Finland’s flag carrier joins IAG airlines British Airways, Iberia, Aer Lingus and Vueling, as well as Qatar Airways in using the global loyalty currency.
The codeshare partnership between Emirates and Air Canada enables customers to enjoy flexibility and choice with smooth connections via Canada’s two largest cities to points such as Halifax, Edmonton, Ottawa and Calgary - perfect for leisure and business travellers or those visiting family or friends. Seamless connectivity, travel itineraries that include both carriers on a single ticket and baggage transfers are among the host of customer benefits.
“Delta is not just a place where you fly airplanes. It’s a place where you can work with the best people on the planet,” said Capt. Patrick Burns, V.P. – Flight Operations & System Chief Pilot.
Fans around the world have the opportunity to enjoy a seamless trip to Qatar, experiencing the thrill of MotoGP? racing with travel packages, or race tickets only from Discover Qatar. Privilege Club members can earn Avios and Qpoints by booking MotoGP? travel packages.
Southwest are continuing to enhance their self-service offerings with these changes to create more space for Southwest’s Legendary Hospitality. This aligns with and adds to their signature, flexible, and transparent approach to travel, which includes two free checked bags, no change fees, and flight credits that don’t expire.?
JetBlue Plus Card Ranks Highest in Rewards Earning, Rewards Redeeming, and Benefits.
Aligning Malaysia Airlines' aviation industry expertise with Caravan Wellness' extensive knowledge in health and wellness creates a partnership dedicated to finding innovative solutions that meet the evolving needs of passengers. This partnership signifies a shared vision to prioritise wellbeing and elevate the travel experience to new heights.
As part of its transformation, Air India has launched a fresh website, mobile app, and loyalty program offering enhanced benefits.
This innovative partnership further enhances the wellness dining options available to customers when they fly with Cathay Pacific. Customers travelling in Premium Economy and Economy class on selected long-haul flights departing from Hong Kong can now enjoy a huge variety of tantalising, thoughtfully crafted plant-forward options that focus on nutrition and flavour while celebrating international culinary influences.
Ryanair’s Director of Marketing, Dara Brady, said: “We’ve had record bookings from rugby fans travelling this year for what is set to be a spectacular Rugby World Cup taking place throughout France. To celebrate this year’s highly anticipated event we are excited to be adding additional flights between the UK and France on key routes incl. Edinburgh to Paris, London to Marseille, London to Nice and more, to bring even more fans to/from all the big games."
Guests are invited to benefit from this offer and finalize their travel procedures between the period of 17th to 30th August. The travel window for this exclusive promotion extends from September to November 2023. The generous 50% discount is applicable to both business and economy class categories. Furthermore, guests have the flexibility to make the first modification to their booking without charge.
Cathay VP Global Sales Stephen Lawson said: “Cathay is committed to constantly enhancing our customer experience and product offering. As we come out of the pandemic, our customers’ needs have changed, and we have acted quickly, investing even during the pandemic, to make sure we keep offering the best-in-class customer experience, especially for our important and valued corporate clients."
Asia Aviation PLC (AAV), the sole owner of Thai AirAsia Co Ltd, has announced that its revenue for the second quarter of 2023 reached THB10,398.5 million, marking a substantial increase of 275% compared to the same period last year. This also represents a 6% growth from the previous quarter. Despite this impressive growth, the company recorded a net loss of THB1,012.5 million.
?
Holidaymakers from Birmingham looking for a relaxing beach holiday, or exciting city escape, now have thousands of packages to choose from with easyJet holidays including to Fuerteventura, the second largest of Spain’s Canary Islands. Packages include flights, hotel, 23kg luggage and transfers on beach holidays, all covered by its Ultimate Flexibility,?offering freedom to change a booking, a refund guarantee, and best price guarantee.
?
“The impact of our focus on diversity, equity and inclusion at Delta shows up not only in the sense of belonging we work to create for our employees, but also in how we serve our customers worldwide,” said Keyra Lynn Johnson – Vice President and Chief Diversity, Equity & Inclusion Officer at Delta.
Delta has enhanced the popular employee emergency savings and financial education program launched earlier this year with a more streamlined education experience and quicker access to the up to $1,000 in rainy-day funds.
Oman Air’s groundbreaking partnership with Chelsea FC is kicking off on Sunday 13th August, when the English Premier League (EPL) club will go head-to-head with Liverpool FC for its first match of the season. Fans at the Stamford Bridge Stadium and those watching from home will be introduced to the beauty of Oman with a series of advertisements highlighting some of the country’s most popular destinations.
The first-of-its-kind event by the airline will offer children the opportunity to take the controls of an Airbus A320 flight simulator, learn what it takes to provide the best inflight service to passengers and find out from easyJet pilots and cabin crew about their jobs and how they got there.?
Hotels & Hospitality News:?
New Partnership sees IHG Hotels & Resorts become an official partner to the German football club?
?
Megève’s iconic hotel has launched an exciting program of autumn activities for guests to reconnect with the natural environment; designed to switch off and recharge body and soul, the experiences were created with a range of guests in mind, including sports enthusiasts, gourmets and those simple seeking a little relaxation
?
The dinner will feature dishes utilizing local cuisines from each region, including Dakota-raised bison and Minnesota wild rice and duck, all brought together with live fire roasting fuelled by Missouri oak. Designed to showcase the artistry and talents of both the visiting and host chefs, the evening will begin on the Cinder House terrace offering stunning views of the Mississippi.
??
On August 31, 2023, the expansive grounds of Four Seasons Hotel Hampshire will be transformed into a whimsical sporting arena for the ultimate "Championsheeps Live: Farmathlon" event. The event will see Shaun the Sheep, the rambunctious star from Aardman Animations, leading younger guests into a delightful morning of uniquely designed farm-themed games.
??
Complimenting the world-class experience enjoyed across the legendary brand’s hotels & resorts, the new websites reflects an enhanced aesthetic representative of a fresh era for The Ritz-Carlton and Ritz-Carlton Reserve
?
The brand’s “Dreams Belong Everywhere” retail campaign places a spotlight on the renowned Four Seasons Signature Sleep collection, loved by guests around the world and accessorized by a curated selection of best-selling products that have been designed to the highest standards for distinguished living.?
?
Connor Smith, Vice President of Masterbrand Strategy and Awareness for IHG, said:?“At IHG Hotels & Resorts, we are exploring unexpected and meaningful ways we can show up and care for people and let them be themselves. The IHG Hotel in the Wild is a prime example of one of these new avenues and we are only getting started.”
?
IHG One Rewards, the global loyalty program under IHG Hotels & Resorts (IHG), recently announced its collaboration with cdf on member privileges sharing scheme. Under the partnership, both parties integrate their resource advantages and provide excellent operational standards and service quality to members.
??
Showcasing beloved cocktails from Kuala Lumpur’s best-loved mixologists, Bars of Malaysia offers guests the chance to go “bar hopping” without leaving their seat at Bar Trigona. Sample signature cocktails from bartenders at Penrose, Junglebird, Reka, Coley and Three x Co — each with a coveted spot on this year’s Top 50 or Top 51-100 list by Asia’s 50 Best Bars.
?
IHG Hotels & Resorts' fastest-growing premium brand, voco hotels, is rolling out a new birdwatching package in the U.S. and Singapore, curated for travelers looking for a relaxing, mindful activity. Available now, this limited-time feature encourages guests to enjoy “me time” by providing access to bird-watching equipment, as well as other premium amenities.
?
Guests will be whisked away on an exquisite journey as "SereniTea" introduces an unparalleled day of pampering and culinary delight. The experience begins with 90-minutes of pure bliss with The Pearl Spa and Wellness's Signature Massage, a harmonious dance of tranquillity and revitalization. Following this, guests are invited to bask in the luxurious indoor pool and spa facilities, adding an auxiliary touch of indulgence to the day.
?
From beekeeping classes to honey tasting, gardens and rooftops at Anantara hotels around the world are humming with activity as the group celebrates World Honey Bee Day on 19 August. Recognising the important role bees play in our ecosystem, Anantara Hotels, Resorts and Spas encourages properties to develop local initiatives that protect pollinators and their habitats, while nurturing host communities and environments.
?
Delivering an unrivalled commitment to quality and choice, new brand will be franchise-ready in early September?expanding the IHG One Rewards portfolio.
领英推荐
?
“Hyatt’s entry into these new markets with Hyatt Studios hotels exemplifies our commitment to developers, guests and World of Hyatt members,” said Dan Hansen, global head of Hyatt Studios. “By enabling guests to choose a Hyatt hotel in new markets, we grow brand loyalty without intra-brand competition and present more white-space options to developers.”
?
eTip's digital tipping solution provides a seamless guest experience while enhancing satisfaction and retention among Baywood Hotels' 5,000+ employees.
?
MAISON MARUNOUCHI and SAYURI take guests on an edible journey through Japan’s finest regional matches
??
With over 103 million enrolled members, nearly one in every two check-ins in the U.S. are Wyndham Rewards members. Wyndham Rewards is the only hotel loyalty program where members earn a guaranteed 1,000 points with every qualified stay and can redeem points towards free nights at tens of thousands of hotels, vacation club resorts and vacation rentals around the world or a host of other rewards like tours, activities, gift cards, shopping and more.
??
ALTOUR Capture solves the leakage problem by allowing travel managers at companies that are ALTOUR clients to view all travel bookings made by employees, whether or not they go through the TMC of record. Travel managers can then leverage that information for use in negotiations, conduct a price comparison and wrap duty of care to ensure travel notifications and traveller safety. This real-customer data will help drive change in one of business travel's thorniest issues.
?
Charles brings an impressive 24 years of hospitality experience, tenured at Four Seasons Hotels and Resorts properties across the globe and an unwavering belief in the power of change. “With the hospitality industry rapidly evolving, we’re primarily focusing on innovation and creativity while maintaining a strong connection with our guests by curating personalised experiences in the way only Four Seasons can,” he explains.?
??
Accommodating up to 30 guests across 15 luxury tents designed to be at one with their deep green surroundings, Naviva offers a profoundly personalized escape and a chance to lay exclusive claim to a Four Seasons Resort. Guests can host intimate weddings, retreats, milestone celebrations or private getaways with family and friends in a nature-saturated destination that feels worlds away, while only a short flight from the US and Canada.
??
Jumeirah Group, the luxury hospitality company and member of Dubai Holding, has named Rizwan Shaikh as General Manager of Jabal Omar Jumeirah in Makkah, its first hotel to open in the Kingdom of Saudi Arabia as the Group continues on its path of sustainable growth.
Retail & F&B:
Available for both iOS and Android, the refreshed app allows for a more seamless, integrated 7Rewards experience both in-store and via 7NOW Delivery?
??
Available for both iOS and Android, the refreshed app allows for a more seamless, integrated 7Rewards experience both in-store and via 7NOW Delivery?
?
This launch includes an expanded list of 22 teams that are represented in the capsule. As with the last collection, Trey Laird and his agency, Team Laird, lead the creative direction of this latest iteration of BOSS x NFL collaboration, putting the spotlight on a diverse group of seasoned NFL players. These include Kansas City Chiefs quarterback, Patrick Mahomes; Trevon Diggs, cornerback for the Dallas Cowboys; and Damar Hamlin, safety for the Buffalo Bills.
?
Amazon's expanded introduction of its palm-based payment technology, Amazon One, a month after its initial announcement, might not be the pioneer of this kind of technology, but its unparalleled deployment across numerous stores simultaneously could position it as the most ambitious venture of its kind.
?
“Our latest round of reusables tests around the world contribute to our goal for all customer packaging to be reusable, recyclable, or compostable in the future. We know our partners and customers care about the planet, and we’re proud to offer them ways to join us in making sustainable choices in their everyday lives,” said Amelia Landers, VP, Business Strategy, Partner & Customer Solutions.
"True Fit builds trust between shoppers and brands with deep learning, and in doing so helps merchants cultivate loyal first party audiences, rich consumer preference patterns, and key product fit insights that all help to optimise a profitable growth business. We are thrilled to bring this enterprise capability to the rising brands, which will strengthen the fabric of the apparel markets from largest to smallest merchants," commented William Adler, President?and CEO of True Fit.?
?
"The ways fans want to engage with athletes continues to evolve with increasing innovations in the sports industry," said Ayden Syal, MOGL's Chief Executive Officer. "Athletic departments are looking for innovative solutions to increase fan engagement and maximize their athletes' fan followings. We are excited to help athletes monetize their fan audiences and athletic programs to strengthen relationships with fans through NILFans?.".
?
This new solution redefines the traditional rebate process, delivering consumers a streamlined digital experience including the ability to access rebates within hours via PayPal or Venmo. Boasting seamless integration with retailers existing app or web solutions, Swiftly's Alcohol Cashback Program unlocks new lucrative opportunities for retailers to capture incremental sales and profits while more effectively competing on price.
?
GLASS, the world's first web3 community and loyalty platform for alcohol beverage brands and enthusiasts officially launches in beta today with four premium brands in the beverage alcohol space.
?
The SPINS-Makeena partnership offers an opportunity to access insights on retailer, brand, and product selection criteria at a granular level and replace the inefficient coupon process with discounts and offers directly from brand to the consumer through the Makeena app.
?
A recent survey conducted by Grocery Doppio in the grocery industry has uncovered opportunities for retailers to capitalize on technology and shopper data. This poses a significant challenge to third-party grocery apps.
?
Cava intends to enhance its loyalty program by incorporating enhanced personalisation capabilities to boost digital engagement. Pilot tests are scheduled to commence before the year's end, with a full launch planned for the end of the following year.
?
Pet business software provider, Pointr, adds a first-of-its-kind client-facing membership program, enabling pet grooming and daycare businesses to build recurring revenue and customer loyalty by offering on-demand vet consultations, priority appointment booking and exclusive discounts on prescriptions and retail products.?
?
For clinicians, the platform provides job search and location reviews, mobile-friendly time tracking, profile and benefits management, wellness resources, loyalty and referral bonus tracking, and more. For clients, it provides a place to create and manage requisitions, track submittals and clinician status, help manage an internal resource float pool, oversee scheduling, compliance, billing, and more.
??
Trader Joe's is renowned for its friendly employees, and Basalone argued that incorporating self-checkout technology would contradict this ethos.
?
Over the initial four weeks of the program, Patron Points processed nearly 34,000 Altria P+ discounts to consumers.
??
The program provides customers with the opportunity to avail exclusive prices, accumulate rewards points for every transaction, participate in prize draws, receive email receipts, and receive personalised offers for both in-store and online purchases.
?
Transport, Fuel Retail:
Rideshare Company Using Rokt's Technology to Increase Loyalty and Engagement
?
Payments, Finance, Insurance, Wealth Mngm & Social Media:?
LendingPoint has integrated a personal financial management feature into its AI-powered CreditTech platform. This newly introduced tool, accessible for free through their mobile app, empowers customers to establish financial objectives, evaluate spending patterns, receive customized real-time financial insights, and benchmark their financial behaviours against peers.
?
Mr. Bibby is an experienced executive whose career has spanned senior leadership positions in communications, mortgage finance, and residential real estate.?He most recently retired from the National Multifamily Housing Council (NMHC) where he served as president for over 21 years.
?
Apple's success in reaching 1 billion paid subscriptions is largely attributed to its well-established ecosystem. Services like Apple Music, Apple TV+, Apple News+, Apple One, and iCloud seamlessly integrate...
?
The race to win a greater share of consumer digital wallets is intensifying – banks and fintechs are advancing with expanded offerings of insurance products to deepen customer relationships, drive growth and narrow the protection gaps of their customers.
?
"Loyalty must encompass more than a streamlined billing experience. It should focus on aiding enterprise clients in managing their businesses more effectively."
?
Loyalty Solutions & Technologies:
Deloitte has announced a new co-innovation initiative with Google Cloud that helps consumer businesses transform how they operate to create more relevant, engaging and effective customer experiences. Deloitte's ConvergeCONSUMER portfolio of solutions is now available on Google Cloud and integrates Google Cloud's leading data analytics, artificial intelligence (AI) and Generative AI (Gen AI) capabilities.
?
The company attributes its consistent recognition to the Genesys Cloud CX? platform, an API-first cloud platform with expansive global availability; an extensive worldwide partner and developer ecosystem; and advanced AI, digital, journey analytics, automation and workforce engagement management capabilities.
?
In the courses, Erik Huberman will share his expertise in nurturing clients and customers to build long-term loyalty – a concept he has implemented throughout his successful entrepreneurial career. The new marketing course will cover everything from business growth strategies to customer loyalty tactics that will resonate with organizations and brands of all sizes and revenue models.
??
The positive chain reaction is that the end consumer ultimately enjoys an improved and more efficient experience as declines decrease. Dynamic routing also plays a role in ensuring that merchants entering new markets or geographical regions can present a wider, optimal selection of locally-relevant payment choices.
?
Lodging AI can help travel agencies improve hotel attachment rates, creating additional revenue opportunities and providing travellers with more personalised lodging options. Using Sabre Travel AI machine learning models, the new lodging capability analyses property attributes, customer trip segmentation, and traveller and agency preferences to generate custom lodging options and serve up properties most likely to be booked. The first two micro-services of Lodging AI are now available
??
Wildfire-powered Chrome extension will enable millions of Shop Your Way members to turn cashback into points from more than 15,000 online merchants nationwide. Shop Your Way members can now leverage Wildfire's Chrome desktop extension to earn cashback rewards from online purchases at thousands of online merchants, which are converted into points. The points members earn from using the new Shop Your Way extension?can also stack on top of any points members earn from the Shop Your Way Mastercard.
??
The acquisition underpins Matera's mission to provide clients with unmatched value, especially in critical domains such as client retention and expanding transaction volumes. By aligning forces, Matera and Cinnecta will enable clients to enhance their sales capabilities by delivering intelligent, actionable insights. With meaningful data, clients can offer their customers a broader range of products and services tailored to their needs, precisely when they need them
??
Customer Research, Inc. (CRI) has provided leading customer satisfaction measurement, customer loyalty, market research, and contact centre solutions since 1967.
??
The acquisition underpins Matera's mission to provide clients with unmatched value, especially in critical domains such as client retention and expanding transaction volumes. By aligning forces, Matera and Cinnecta will enable clients to enhance their sales capabilities by delivering intelligent, actionable insights. With meaningful data, clients can offer their customers a broader range of products and services tailored to their needs, precisely when they need them
??
Reports / Research / Insights:
According to customer data from Virgin Monry,?people have been making the most of the longer days and spending more on eating out and holidays between March and May 2023, compared to the previous year. The figures show customers spent a total of ￡928 million on lifestyle spend this spring, including eating out, holidays, fashion, wellbeing, entertainment, keeping fit and staying away. This is up 19% from ￡777 million for spring 2022.
?
As cash usage continues to decline, consumers are embracing digital payment options for in-store purchases. According to the report, consumers globally are gradually shifting back to in-store shopping but are opting for digital payment methods like contactless payments and digital wallets.
??
The global customer service software market?is set to witness remarkable growth, with the market size projected to increase from $6.59 billion in 2022 to $7.92 billion in 2023, at a compound annual growth rate (CAGR) of 20.0%. Looking ahead, the market is anticipated to reach $15.80 billion by 2027, growing at a CAGR of 18.9%. The driving force behind this market's growth is the crucial role played by customer experience in building strong brand loyalty and customer retention.
?
The social media analytics market size is set to grow by USD 7,260.33 million from 2022 to 2027, progressing at a CAGR of 23.29% during the forecast period. Discover Application Software industry potential and make informed business decisions based on qualitative and quantitative evidence highlighted in Technavio reports.?
Loyalty Market in Israel to Witness Robust Growth at 11.8% CAGR, Reaching US$628.8 Million in 2023.
?
Vietnam's Loyalty Market Set for Strong Growth at 13.5% CAGR, Expected to Reach $967.2 Million in 2023.
?
Source: GLO