AGS News Blog

Customer Loyalty Research

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We have been engaged to study the status of current airport customer loyalty/rewards programs. The objective is to understand the role to what extent these programs have been deployed and with what objectives.

This report will be published by AirGate Solutions, and be available to participating airports. We would like to think we have every airport included and current, but that requires your cooperation.

If your airport is currently using a customer loyalty/rewards program, we would like to hear from you.

Make Sure You're Counted In as part of our study and published report.

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Customer engagement is taking off at airports

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The world’s airports are increasingly turning to intelligent technologies, such as mobile apps and geo-location services, to help improve their customer experience.

Creating these capabilities to “engage connected customers” is the number one priority for the majority of the world’s leading airports and we will now see a rapid increase in the introduction of mobile and social media apps, delivering a more personalised & rewarding customer experience.

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Last Updated on Monday, 24 March 2014 14:16

Airport Loyalty Programs on the radar for 2014

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Back in the early eighties, American Airlines was the first to initiate a frequent flyer programme (FFP). The success of AAdvantage quickly resulted in a multitude of other Airline programmes numbering close to 150 today.

Originally used as a means to increase stickiness to the airline, the miles earned by members of these programmes were designed to be redeemed for free flights. However, in a hyper-evolutionary market, the FFP rapidly transformed into coalition loyalty models that enabled the participation of other allied businesses; predominantly grocers & fuel retailers.
Today Airports, needing to survive in a market rather than subsidised environment, have started to initiate the next evolution in customer loyalty as they look to increase their non-airline revenues through retail sales.

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Last Updated on Thursday, 13 February 2014 15:55

Airport Consumer Retail Analytics

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There is a lot of time, effort and focus occurring in airports to focus on customer data acquisition. As an example, the airline industry has accumulated large amounts of data as a result of running their frequent flyer programs (FFP). The airports have not. Of course, understanding the data collected is one thing, but knowing what to do with it is certainly another. Just because you have the data does not mean you are on the road to success.

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The New Customer Relationship Model

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In a customer relationship, one overriding factor is that of ‘trusted brand’.  Customers interpret ‘trust’ to mean:  What’s in it for me?  What value do I get?  C.K. Prahalad, co-author of "Competing for the Future", proposed a new model for customer relationships.  At the heart of his proposal, he states “value creation is creating unique customer experiences”.  It must be remembered that the sole person that determines value is the customer.

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Location Based Marketing - Privacy Collision

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There are a lot of new entrants into the busy SoLoMo (Social Location Mobile) solution space. Many are trying to get into high growth mode before the VC or investment side notices that their long tail success is not possible with the current model being proposed. Many are trying to compare “airports malls” with “street view retail environments”. The problem: one is where we go to travel and the other where we go to shop. This needs a re-think of strategy.

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Last Updated on Monday, 27 May 2013 10:10

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