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What can CMOs and CFOs learn from Delta, American, United and Southwest?
New FY25 insights on loyalty program economics, customer behaviour and growth.
Going deep into the financials of 2 of Europe's biggest airline groups, IAG (Avios) and Air France-KLM (Flying Blue) to unpick the secrets of their loyalty programs' success
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
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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