Our thoughts on the devluation of frequent flyer miles is echoed in an article from The New York Times.

Unpublished loyalty programs and exclusive customer benefits are examples of effective customer marketing strategies that allow brands to more meaningfully connect with customers.

Frontier Airlines provides a good and timely example of an airline communicating with its customers.

American Airlines announced some changes to AAdvantage following a review similar to Delta's. Frequent flyer programs are changing, some more and better than others.

Delta's recent SkyMiles changes, announced to the press and not to SkyMiles members, illustrates how far companies still need to go in thinking about customers first.

The changes being made to frequent flyer programs such as Delta SkyMiles are devaluing frequent flyer miles.

Saying thank you to customers is one thing. Getting customers to thank you is something entirely different, and a much more noble endeavor in terms of loyalty marketing.

Loyalty is not expensive if you consider that you can directly measure its impact on revenue and profitability.

As readers of this blogue know, last year I qualified for Platinum Medallion (elite) status in Delta Air Lines SkyMiles for the first time.  Being a bit of a loyalty "geek" (as you might expect), I knew the exact flight on which&n

Introducing Comp Customers, a better metric for tracking retailer performance.

Customer Loyalty Marketing Resultions for 2008 from rDialogue, a loyalty and relationship marketing boutique.