DLD 274: Inside the data of loyalty


Loyalty programs like to talk about emotion and building relationships. But the driving factor behind all of that is data. Lots and lots of data.


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In this week’s episode we’re chatting with Mark Ross-Smith, a guy who knows way more than us about all this data. He’s run an airline loyalty program before and currently consults in the industry as part of the New World Loyalty group. He also writes extensively at Travel Data Daily.

Among the topics:

  • Just how different is “loyalty” in North America versus other markets?
  • Baby steps in elite status or other tipping points that make travel better and getting passengers hooked
  • Some interesting games that can be played with data and how programs are mining details

And lots, lots more.



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Seth Miller

I'm Seth, also known as the Wandering Aramean. I was bit by the travel bug 30 years ago and there's no sign of a cure. I fly ~200,000 miles annually; these are my stories. You can connect with me on Twitter, Facebook, LinkedIn and .
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