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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
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
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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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