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Understanding Airline Customer Loyalty - How to Design, Build, Maintain and Grow a Frequent Flier Program

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Overview

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In this course we examine, discover, learn, identify, demonstrate, and analyse the importance of loyalty, why we have frequent programs, how they are designed, structured and how we support them, who we target with and how we make money with FFPs.

Syllabus

Are Frequent Flier Programs Growing or Declining?

Are Frequent Flier Programs Important Tools for Airlines to Use to Increase Customer Loyalty?

Course Conclusions

Course Introduction

Does an Airline Make Money from Its FFP?

Final Quiz

How Do an Airline FFP and a Global Alliance Program Partner?

How Do You Use Your FFP to Drive Incremental Revenue?

How Does an Airline Communicate with Its Frequent Flier Members?

How Does an Airline Track the Flight Activity of Its Members?

How does an FFP and the Revenue Management work together in an airline?

How Does an FFP Sign up New Members?

What Are Examples of Some Industry Leading FFP Marketing Campaigns?

What Is the Future of Frequent Flier Programs?

What Operations Infrastructure Does an Airline Need When Setting up an FFP?

Where Did Flier Programs Originate and How Have They Developed over the Years?

  • Where did flyer programs originate and how have they developed over the years?

Which Customers Do We Target with FFPs? Leisure of Business Passengers?

Why Are Banking Partners So Important for FFPs?

Why Do Airlines Use Miles as the Currency for Frequent Flyer Programs?

Why Do We Have Different Tier Status Levels in an FFP?

Why Does an FFP Have Earning and Redemption Partners and How Do These Partnerships Work?

Taught by

Theunis Potgieter

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