Make the connection
Far back in the mists of time, even before the dawn of smartphones and social media, airline reward programme were simply a nice-to-have, an added extra. But not anymore. Reward programmes are now essential (or at least they should be). Consumers have come to expect more, which means it's time to go the extra mile, every time.
Yet some airlines still perceive their reward programmes as separate from their overall brand offer, when in fact, rewards should be the cornerstone of your customer relationships. To go one step further, the reward experience should be inherent to your brand; one that truly resonates with your customer service ethos.
Download the paper by Collinson, formerly Collinson Latitude.