GLO Weekly: Global Loyalty & CX News - 21.07.2023 (Week 29)
Global Loyalty Organisation
Global independent network of professionals in loyalty, customer engagement and loyalty innovation.
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Airlines & Alliances News:
Emirates is taking the first steps in an innovative initiative of meal preordering, whereby customers will be able to preselect their hot main meal between 14 days and 24 hours in advance of their flight, ensuring they get their preferred meal choice every time, as well as helping to reduce food wastage. The initiative will be rolled out from 25 July onwards in Business Class, on all flights between Dubai and London, adding even more benefits to the Emirates customer experience.
Airline extends its connection with Saudi football through high-profile club tournament. Move is in line with supporting the development of Kingdom’s fast-growing sporting industry
On an average week, over 50,000 travellers connect to their destination of choice on codeshare or interline flights operated by Emirates’ many partners. The airline’s numerous partnerships developed over the years have helped fuel its growth, enabled frictionless connectivity for customers, bolstered loyalty reciprocity and tapped into unique markets that have generated new traffic flows.
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Under the new collection model, Members can earn up to nine Avios per ￡1 spent, depending on their Tier status from 18 October 2023.
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British Airways is trialling new digital wayfinding technology to support customers travelling through London Heathrow Terminal 5 and Terminal 3 this summer. The new technology provides connecting customers with clear instructions to help them navigate from their arrival gate to their onward departure gate. With customers gearing up for summer holidays, British Airways offers advice to help prepare customers for travel..
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The free-of-charge loyalty program provides passengers with a range of in-flight discounts.
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Pegasus’ CEO Güliz ?ztürk wins Executive Leadership award at the 2023 Airline Strategy Awards.
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Qatar Airways as a brand is committed to supporting sports globally, helping fans travel to their favourite events around the world.
Oman Air has announced a monumental new sponsorship deal with Chelsea FC that will see Oman Air become the club’s global airline partner for the next three years. Chelsea FC is one of the highest ranking clubs in the English Premier League, which is considered the most followed and best-known football league in the world with a seasonal audience of over 3 billion.
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The multi-year partnership gives passengers access to the "Just Upgrade" service, allowing passengers to enjoy an upgraded cabin experience, and gain access to premium luxury services. Oasis Club Loyalty Program members will also enjoy more benefits, like the option to buy miles. Plusgrade continues to expand its international footprint by partnering with Kuwait Airways, and increases its unmatched scale in the global travel industry.
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From autumn 2023, the SkyBonus program will undergo a name change to become SkyMiles for Business, according to Shane Spyak, Delta's managing director of sales development.
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Delta SkyMiles? Members can now get even more out of a dream trip with Delta Vacations, thanks to major program enhancements that begin Monday.
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JetBlue and American Airlines will terminate their codeshare bookings and reciprocal loyalty benefits starting on July 21 as they begin the formal wind-down process of their Northeast Alliance (NEA) in the Boston and New York areas.
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Magellan Jets announced today the hiring of four key executives as part of its ongoing commitment to be the industry leading portfolio of private aviation solutions. With over 100 years of combined experience, the new executives will drive the company's continued focus on delivering outstanding customer service, elevated product & loyalty offerings, and experience-enhancing private aviation technologies.?
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Loyalty program members experienced an 8% growth in transactions and a 13% growth in revenue, which exceeded expectations. Loyalty members tend to prefer booking directly with the airline.
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Qwikcilver Solutions from the Pine Labs Group is a leading provider of end-to-end gift card and stored value solutions. It has partnered with Hawaiian Airlines (HA) to enable seamless issuance of digital assets such as compensation vouchers, through the digital-first Asset Manager solution. This solution is purpose built for the Airline and Travel Industry in collaboration with Amadeus, whose technology powers the travel and tourism industry.
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Qantas' senior vice president for Asia, John Simeone, has returned to the region as the Australian national carrier works towards rebuilding its international network. Simeone has gone back to Singapore, where he previously oversaw Qantas' business operations in Asian markets before the pandemic. His role now includes additional responsibilities in Japan, India, and South Korea.
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Thanks Again, the largest network of airport rewards programs in the U.S., anticipates a fivefold increase in program participation within the next year. The company recently partnered with Denver Airport, adding to its existing partnerships with Atlanta, Boston, Greenville, and Manchester airports.
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Manchester Airports Group commenced Phase 2 of Manchester Airport's extensive ￡1.3 billion Transformation Programme, which aims to completely transform the customer experience, introduces the implementation of cutting-edge technologies, and outlines plans to enhance personalization for passengers.
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Hotels & Hospitality News:?
The agreement will double Accor's current portfolio in?Japan, adding 23 properties and over 6,000 rooms, giving Accor All members a broader choice of hotels.
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Room revenue spike 122% over 2022 by the end of Q2, with first-half GHA DISCOVERY loyalty programme revenues topping US$1.2 billion. International leisure stays dominate, led by resurgent demand into Europe, the Middle East and Southeast Asia; China’s travel comeback evident in H1 revenue growth.
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As part of its popular Forgot It? We've Got It! program, Kimpton guests will have complimentary access to seasonal Anthropologie accessories during their stay.
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Hyatt Selects Sabre to Enhance Central Reservation System Capabilities, Making the Search and Booking Process Faster for GuestsKimpton Hotels & Restaurants and Anthropologie Debut Curated Accessories Collection for Travelers
Hyatt hotels worldwide will deploy Sabre technology, supporting advanced connectivity and distribution in an effort to drive even more high-quality revenue to owners and get closer to guests
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Fans can receive exclusive access to the Manchester United Tour 23 with unforgettable experiences made possible only through Marriott Bonvoy and Marriott Hotels.
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Marriott International, Inc. (Nasdaq: MAR) and MGM Resorts International (NYSE: MGM) announced today an exclusive long-term strategic licensing agreement and the creation of MGM Collection with Marriott Bonvoy, which will launch in October 2023, and encompass 17 of MGM's unrivaled resorts, representing more than 40,000 rooms in Las Vegas and other cities across the U.S.
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Pelorus and 62Nord will curate a journey that will enhance the destination through a series of soft adventure experiences and by blending authenticity and luxury into the journey.
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Cruises:
Seabourn is preparing to introduce its latest purpose-built ultra-luxury expedition ship, Seabourn Pursuit, providing travelers with once-in-a-lifetime and unforgettable expedition experiences.
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In his new role, he will be responsible for overseeing the hotel operations, ensuring a top-notch experience for all guests onboard the line’s award-winning river and expedition vessels.
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AROYA Cruises, Saudi Arabia’s recently launched premier Arabian cruise line, part of Cruise Saudi, has announced its three-year Gold Sponsorship agreement of Al Nassr Football Club.
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Retail & F&B, Healthcare & Other retail:
Selfridges Unlocked provides members with early access to product launches, events, news, and free shipping. Additionally, every customer purchase contributes to charitable donations, as the program aims to make a meaningful difference in the local community through a partnership with Centrepoint.
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Members benefit from everyday low prices on a vast range of products, along with efficient delivery and pickup options, multi-user accounts, and more.
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Restaurants are actively seeking to engage consumers online, and many are focusing on enhancing their loyalty programs to draw customers into the digital realm and encourage repeat business.??
To commemorate National Ice Cream Month, Cold Stone Creamery is offering exclusive promotions to its loyal members through the My Cold Stone Club Rewards program.
领英推荐
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This move allows customers to make payments using their palm prints and enables Amazon Prime members to redeem account-linked savings.
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UK-based marketplace launches industry-changing model which will see loyal customers receive 7.5% cashback on every purchase. Loyal spenders will receive extra cashback promotions and stackable rewards.
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Snooze an A.M. Eatery has enhanced its MySnooze Bennyfits loyalty program by introducing new rewards for customers to redeem their points, or "jacks," towards side dishes and a mocktail party, along with yearly perks for reaching higher tiers.
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Dollar General has announced its DG Cash Back Program, aiming to assist customers in earning cash back on their purchases. The discount retailer has partnered with rewards provider Ibotta to enable shoppers to earn cash back in their DG Wallets.
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Revamped loyalty program features GNC Health which provides GNC PRO Access members with free telehealth appointments and more than 100 free prescriptions with no co-pay required.
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Revamped loyalty program features GNC Health which provides GNC PRO Access members with free telehealth appointments and more than 100 free prescriptions with no co-pay required.
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The program, powered by Springbig, offers skip-the-line privileges, a 25% discount all day, every day, 40% off on all City Trees products, free delivery, and exclusive access to flash sales. It is expected to attract thousands of sign-ups annually, contributing to increased revenue and customer satisfaction.
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The multi-channel campaign – launching on Wednesday 19 July, across TV, print, digital out of home and in Co-op stores – focuses on the money-saving benefit of being a Co-op Member and features a regular Co-op shopper, visually represented as a ‘Proper Donut’, who loves a bargain and waxes lyrical about Co-op’s new Member Prices.
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Boots has reported that customers with an Advantage Card?have saved almost ￡50m through Price Advantage deals since January last year.
The?Price Advantage initiative, which offers loyalty card holders exclusive deals and offers on selected products, was rolled out in January 2022?across 2,000 Boots stores in the UK.
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The supermarket has reintroduced its ￡5 "first scan bonus".
The Co-op is expanding the roll-out of its autonomous grocery delivery service to cover more areas across Leeds.
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The F.A.Z. Institute and the IMWF (Institute for Management and Economic Research) thus honor companies "that reinvent themselves with digitization, successfully charge their brand, create competitive advantages for themselves and, in particular, offer customers real added value that would not be possible without consistent digitisation. The prize was awarded as part of the 16th German Brand Summit.
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Among 15 customer credit card providers tested, the leading bonus program PAYBACK takes top spot ahead of ADAC and BMW.
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The new digital offering will transform Wormland’s existing loyalty program, delivering an enhanced shopping experience through the mobile wallet.
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As part of its continued focus on elevating the customer experience, Tanger has reimagined its digital solutions and loyalty program to increase guest engagement and more conveniently connect brands with the right customers in new ways. This digital-first loyalty program offers a more personalised and intuitive experience – providing additional value for both guests and retail partners.
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By merging product and promotional data, Albertsons aims to target consumers more effectively, provide actionable content, and measure performance.
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The 'Hailsham Card', a loyalty card scheme launched to give customers a greater incentive to use town centre shops, continues to be a success and is available to purchase from the town centre post office located in the High Street, among other locations.
Transport, Fuel Retail:
SmartCheck enables Eurostar’s Business Premier and Carte Blanche passengers to save time and avoid queues for ticket and UK border exit checks in the station.
Payments, Finance, Insurance, Wealth Mngm, Social Media & Other :?
Through the Farm Pass platform, the strategic partnership will provide smallholder farmers with improved access to markets and credit, driving efficiency and transparency in the industry. Over the next five years, the collaboration will aim to register 1.5 million smallholder farmers in Uganda, accelerating financial inclusion and promoting sustainable livelihoods.
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Consumer Loyalty to Finance Companies Fell Sharply During Pandemic, according to S&P Global Mobility
Captives, banks, and many credit unions saw declines in return-to-market loyalty, and many have yet to recover.
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The ECOBANK has rewarded 63 customers in the Bono Region for their loyalty and presented them with prizes, under its ‘ECOBANK Double Salary Promo Reloaded’ raffle.
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In a move to streamline its business model,?loyalBe, has decided to refine its strategic focus on its B2B proposition. As part of this transition, loyalBe will enter a strategic partnership with?Cheddar, the UK’s largest open banking consumer rewards and payments app, to facilitate a seamless transition for loyalBe's dedicated user base.
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Blu Canary Capital, a global advisory and fund management firm at the forefront of the regulated digital securities world, is delighted to announce that it is partnering with the re-formed Arena Football League to support the creation of a loyalty app and virtual digital stadiums for live volumetrically projected games with immersive entertainment and shopping experiences. Blu Canary will also work with the AFL to structure fan-oriented financings on the individual team and league level.
?Loyalty Solutions & Technologies:
Acxiom?, the customer intelligence company whose data-driven solutions create business growth, today announced it is working with digital customer experience agency Hugo & Cat to deliver a solution to the imminent sunsetting of Google Optimize. This partnership across IPG companies supports businesses in realizing the value of optimization and how they can better drive success metrics through tools such as Sitecore Personalize.
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SANDSIV, the global innovator in Customer Experience Management (CXM) and Voice of the Customer (VoC) enterprise solutions, proudly announces its recognition as the Technology Leader in Quadrant Knowledge Solutions' prestigious 2023 SPARK Matrix? for Voice of the Customer (VoC) market.
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By joining Braze Alloys, Kognitiv becomes part of a curated ecosystem of best-in-breed technology and solutions partners to help integrate, customise, and amplify customer engagement capabilities.?
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Loyalty Reports, Surveys & Research:
Gartner report dives into 5 emerging trends to watch in customer service: 1. Become a Value-Driven Function; 2. Balance Personalization With Privacy; 3. Account for Machine Customers; 4. Prepare for Expanded Paths to Resolution; 5. Fully Capture the Voice of the Customer.
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As loyalty programs continue to proliferate, consumers are increasingly focused on the tangible benefits these programs offer. Gen Z consumers, in particular, carefully consider the quid pro quo of sharing their personal data with a brand in exchange for perks such as personalized experiences or exclusive offers. At the recent CRMC conference, renowned strategists and marketing leaders responsible for popular loyalty programs like Adidas' adiClub, Delta Airlines' SkyMiles, AMC Theatres' AMC Stubs, GNC Nutrition's myGNC Rewards, Starbucks Rewards, and others were interviewed.
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The results show that lower prices win greater loyalty from today’s conditional consumer.
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Charles thinks that the reason is that advancements in marketing technology have created an expectation for seamless customer experiences – and the redemption catalog should no longer be a separate platform. If the general ecommerce platforms enable a new payment method, then customers should be able to pay with points - in addition to credit cards, Paypal, etc.
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Sustainability & Social Loyalty :
In this podcast Ian Pringle discusses the growth of the loyalty market in South Africa and explores how it has become one of the leading loyalty markets in the World. With special guests Melanie Van Rooy, Johan Moolman and Amanda Cromhout.
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Podcasts:
In this podcast Ian Pringle discusses the growth of the loyalty market in South Africa and explores how it has become one of the leading loyalty markets in the World. With special guests Melanie Van Rooy, Johan Moolman and Amanda Cromhout.
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Source: GLO
Customer loyalty, Loyalty & Joyalty* Program specialist / CEO: The Point of Loyalty / Author: For Love or Money? / CLMP?
1 年Some interesting results revealed on Pret A Manager subscription success helping a positive impact on revenue and profit.