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Digging into the 10-Ks of 4 major US airlines to find hidden and surprising loyalty metrics, and clues to how they successfully grow value
Follow-up article to the Loyalty Secrets: US Airlines report, arguing that points are not just a cost to manage down, but a key signal of long term customer value creation
Feature article on how the falling value of points identified in our research could undermine customer trust, and how emotional engagement could be the antidote
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