Retention and Relationships - Latest Comments

Re: Loyalty Program Fund Rates – Further Thoughts

Michael Greenberg — Thu, 13 Oct 2011 02:09:45 -0000

I'm pretty sure the models around customer value will be good enough for companies like Hyatt to convert your hoarded miles into a unique offer just for you that accomplishes the same thing, without using currency. Watch for it.

Re: Loyalty Program Fund Rates – Further Thoughts

John K Coyle — Fri, 30 Sep 2011 10:19:33 -0000

Good points Michael. For most programs, breakage is the essential trade-off required for a program to have rewards rich enough to be meaningful. I wonder if there are mechanisms for breakage that can be developed to be "irrationally positive" - i.e. I personally hate blackout dates on airlines (still have miles from 7 years ago as a consultant I can't seem to use), but I'm content to hold onto my Hyatt miles for another "dream vacation" like we took 10 years ago. Not exactly breakage, but deferral is potentially an accounting benefit (if your accountants don't force 100% accrual of the point values)

Re: Integrated Software? Really?

Daniel — Thu, 21 Jul 2011 19:12:04 -0000

I agree that
separation between mission critical and not so mission critical is allowing
interesting ideas to flower, extending, improving, and leveraging the talent
already on hand.Thanks for sharing your ideas.