7th December 2023
Loyalty specialists often talk about making the most of interactions with their customers, and ensuring they offer a seamless experience across all the touchpoints. Experience that is based on an understanding of the profile of the passenger, their past interactions and purchases, and so on.
In case of airlines, it means making the most of all digital and offline touchpoints, for instance, the day of travel – at the airport as well as in-flight. As for the loyalty currency, it should come into consideration just at the right time, be it for accrual or spending it.
If the interactions are fruitful, better are the chances that a passenger is going to be pleased being a frequent flyer or user of a cobrand card.
One aspect that airlines must delve into whether their technology platform is an enabler.
Some of the points to ponder:
1. A report by Forrester suggested that airlines should opt for modular loyalty platforms (moving away from monolithic IT and towards cloud-native platform) that can be connected to martech stack, offer easy integration, facilitate scalability and optimize user experience, too.
2. What is the maturity level of such flexible and modular loyalty platforms in this industry?
3. How headless architecture helps in offering a consistent CX across all touchpoints?
4. Airlines don’t make the most of data they have. How does it limit even the use of best of the loyalty platforms?
5. Airlines are looking at partnerships in the earn and burn cycle. How are such platforms playing in their part in engaging members and overall reward management as well as tier management of an airline loyalty program?
6. How API-first and microservice-ready architecture is helping airlines in managing loyalty better?
7. What to expect from modular loyalty platforms going forward for improved engagement?
By Ritesh Gupta, Ai Events
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