Which companies are good at loyalty programs and why?

[Loyalty101]

Hi, I've been wondering which companies people think have a good loyalty program and why? What does loyalty mean to you and just customers in general? I guess everyone has their own definition of loyalty as it's an individual thing. Be interested to understand your thoughts...

 

[samh004]

I see you joined today... welcome!

Any reason for your question? Are you planning on choosing a loyalty program, or writing an article?

 

[Loyalty101]

Thanks. I'm a loyalty junkie you could say. I'm a member of many different programs and there are so many out there. Hadn't thought of writing an article but good suggestion, I might do so...

 

[dajop]

Without a doubt, Qantas. Read any of the large threads in the QFF forum discussing changes to their offering or the QFF orogram and you will see that people stick by them. When you read comments like "Qantas are forcing me to go via Dubai" you know their loyalty program combined with their product offering works for many people - as no-one is forcing anyone to do anything!

 

[burmans]

Without a doubt, Qantas. Read any of the large threads in the QFF forum discussing changes to their offering or the QFF orogram and you will see that people stick by them. When you read comments like "Qantas are forcing me to go via Dubai" you know their loyalty program combined with their product offering works for many people - as no-one is forcing anyone to do anything!

I think its more like inertia than loyalty, many people complain about their banks too but don't actually do anything. Qantas gets the lions share because its the major incumbent, not necessarily because its the best.

 

[drewbles]

I think its more like inertia than loyalty, many people complain about their banks too but don't actually do anything. Qantas gets the lions share because its the major incumbent, not necessarily because its the best.

And I think a lot more of the QFF program is still lack of competition. I fly VA exclusively domestically but in reality their FF program is still pretty average as far as earn and burn options (not to mention complexities in redeeming flights due to lack of any substantial alliance outside of EY) go.

I think FF program's are going to attract loyalty based on people's dream of being able to take off on expensive luxury holidays for free based on everyday spending, bill payments and purchases. The reality is nothing like that as we on here know, but the QFF balance sheet peaks volumes: dreams sell.

 

[Awesom Andy]

That sounds very much like a question from the marketing module of a business degree (having just completed one myself)...

 

[mella2007]

Thanks. I'm a loyalty junkie you could say. I'm a member of many different programs and there are so many out there. Hadn't thought of writing an article but good suggestion, I might do so...

You sure writing an article wasn't your first thought? Sorry for the sceptisism but seen similar questions asked many times (however normally with a "I'm doing a survey" or "Help me with my research")

If you flick through all the loyalty programs threads on this site, you will see many plus and minus's for all the various programs. And I guess the question is...how do you measure loyalty?
Good service? Extra benefits? Programs that deliver on what they say? Good redemption and earning opportunities?

At this point in time, I don't think any loyalty program completely do it right. There are always changes (usually to inconvenience those that have been loyal) and obviously less benefits across the board as a whole. Like you, many of us here are members of tons of different programs suiting different needs as the years go by.

Which program do you think is good?

 

[comehither]

Had a thought about point inflation; does this occur with Qantas i.e. becomes more expensive points wise to redeem each year?? Anyone have data on this?

 

[oz_mark]

Had a thought about point inflation; does this occur with Qantas i.e. becomes more expensive points wise to redeem each year?? Anyone have data on this?

For classic awards, the redemption points required for the base fare portion of the ticket has not changed for a number of years. The associated fuel surcharges, whether paid in cash or points, has typically trended upwards.

So, points haven't changed but the co-payment has!