We posted the question to members of the Loyalty 360 LinkedIn group, comprised of professional marketing leaders in the industry.
The majority of the participants focused on the total customer experience, noting that major US airlines need to get back to basics in regards to overall customer service. They also noted that after a long period of allegiance to a certain airline, the ability to migrate existing benefits to a new carrier is extremely important. Benefits at each level of a loyalty program should be clear and easy to....