2 Responses

  1. The best domestic first class product, blindspots in miles and points, the possibilities in MS and Reselling - Tagging Miles

    […] Seth talks about Reward Diversity Growing in Significance for Airlines and Hotels. […]

  2. Gary Leff
    Gary Leff at |

    It is not at all controversial that redemptions increase engagement and future earning.

    But there’s something funky about the slide deck putting out that non-core redemptions have a higher degree of future engagement than core redemptions based merely on a survey where the difference in responses won’t be statistically significant. (71% – 76%)

    Besides there are non-core redemptions and then there are non-core redemptions, and *low value*-for-hard earned points may drive down overall satisfaction and engagement (just as redemption provides proof in the value of past engagement, getting poor value may demonstrate the opposite).

    Providing high value non-core redemptions is of course much more costly!

    Should help drive some programs to buy non-core redemption services through Collinson Latitude though…