It’s been nearly two months since Delta announced some of the greatest changes to its SkyMiles loyalty rewards program since its 1981 launch. And yet, I’m still left with an uncertain feeling. Will it be an airline loyalty program triumph or is Delta’s decision in for a bumpy ride? If you’re not familiar with the […]

Read more

Roger Williams caught up with Randy Petersen after a very long and productive week at the associated loyalty events including Ai Networking Cocktail “Loyalty, for Love or Money”, FT Awards, FFP Spring Event, and the first annual Executive Lunch with Randy Petersen. Roger and Randy had a chance to reflect on some of the historic […]

Read more

Gamification was the hot buzz word this year for customer engagement, but how does it relate to frequent flyer programs? Gamification is defined as “the use of game mechanics for non-game applications”. Businesses are making their websites and applications feel less like “transactions” and more like games – although some will argue that you can’t […]

Read more