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Tag Archives: loyalty
My CEM Birthday Experience
Birthday congratulation messages often produce a negative customer experience. Learn how to get it right. Continue reading
Posted in Best practice
Tagged avionline, birthday, cem, customer experience, iberia, loyalty, lufthansa, NH Hoteles, Priority Club, rainer uphoff, relationship marketing, SPG
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Oh no, Iberia, you just screwed up again. Do you hate premium customers?
Iberia badly slapped their best customers straight in the face by applying credit card fees also to their Iberia Plus Gold and Platinum members, even on big-ticket business class tickets, ruining all the trust they built up over the last month during which they managed to improve some basic service aspects! Continue reading
Posted in Leadership, Worst practice
Tagged avionline, business class, ffp, frequent flyer, iberia, loyalty, ourpax, premium passenger, rainer uphoff
1 Comment
ourpax.com, featured by USA Today
It is an immense honor to see the last entry to this travel customer experience blog featured by USA Today. Click here or on the screenshot to have a look at it!
Posted in News
Tagged customer experience, frequent flyer, loyalty, ourpax, USA Today, wandering aramean
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FFPs: stop rewarding the wrong customer. Get the experience right!
Many loyalty and frequent flyer programs are inconsistent with the corresponding customer segment value proposition. Making a FFP customer experience oriented. Continue reading
Posted in Strategy, Uncategorized
Tagged airline, avionline, customer segment, frequent flyer program, loyalty, rainer uphoff, value proposition
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From CRM to CEM – monetizing real loyalty
Customer Experience Management (CEM) puts both CRM and Frequent Buyer Programs in a context: generate revenue from truly loyal customers. Continue reading