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298not actually be that loyal. More there later! And then that other big part: making them not go bankrupt. Sizing priorities is the other big thing, while we're at it. What might be deeply desirable for a small faction within a rewards program may be entirely useless for a much larger cohort. It still might be worth doing for the right group, no matter how small though. It takes real vision to navigate this and even then it can be downright hard to prioritize development efforts -- and pick projects that deliver impact to the most people, not just the loudest mob. As someone whose seen inside and outside of global credit card, airline, hotel and other loyalty programs and also blogs about them, I want to synthesize some of my learnings over the last 11 years from both sides. I believe in the existential importance of delivering the best reward value to customers, but how that's done is far more surgical than throwing paint at a wall. You, Of All People? I've been a decently well known travel blogger for over a decade now. I've also worked in the loyalty and rewards business for a similar frame of time. I got into travel loyalty stuff because I always believed more people should. Points are like free money and as a blogger -- I thought, if I could explain these once very unnecessarily complex concepts better than the airlines, hotels or credit card companies of the time, maybe just maybe, everyone could be happy and win together. Cue uplifting string music, roll credits. Fin. These days, when I see program changes, promotions or new products play out, I get both joy and frustration in knowing that quite often, there's a lot being said on blogs or, the LinkedIn hot takes, that's just plain wrong and not backed by anything real in data the reward programs see. Blogs are like \"this is the end, mass mutiny\" and the actual numbers are like \"new record of people joining in and satisfaction scores are up\", so yeah. Salt, meet grain. What's been most annoying lately, is that much like with other worldly topics, a loud and vocal 0.01% grabs the headlines as if they represent the silent 99% majority, who don't exercise a voice. We Don't Have The Data People talk with such certainty online, as if anecdotes from their 50 most engaged readers or friends is more telling than all the financial analysis and mega customer behavioral data being crunched by highly skilled professionals, using decades of history across millions of members. Fundamentally, I believe in the danger of feedback loops and \"yes people\" who ferment myopic, fringe ideas of \"what should be\" into methuselahs of nonsense champagne, by totally failing to consider wider customer priorities. If you do nothing for me, why should I do anything for you? People don't spend enough time wondering if they could be wrong, and if others may not be nearly as bitter about whatever just happened. There's no perfect science though. Data can go against common sense and need refinement and you can totally have bozos at any travel or rewards business who get the objectives wrong, or lose sight of the customer and why they play. But, it's rarely as wrong as people pontificating blindly on the interwebs. Misinterpreted data can also leave some glaring \"what about this scenario?\" things out of new opportunities or big changes, but that's where a strong discourse among loyalty or rewards leaders with the wider business typically puts the common sense back into the real, data-driven modeling. What people often fail to consider is that their opinion may be \"right-ish\" for their niche of audience, but that really, their audience is typically at best representative of 1% of the general audience -- and most people, 99% or more, don't actually share their point of view at all. Depending on the blog or medias platform - the audience may be the 1% of least loyal, most difficult customers with truly impossible and unsustainable expectations for rewards and perks; some of whom enjoy benefits which cost a program far more than they spend. These people don't want anyone in the travel ecosystem to benefit from them, but they want to profit significantly from everyone in the ecosystem -- sometimes including you. And they want to rail against anyone who tries to take their free toys away. That's champagne socialism and under that system there are no rewards. Some blogs love to indulge this fringe behavior because really, the \"stick it to the man\" hacks are their only really valued audience content and if there's nothing to hack, bye-bye audience. More on how sticking it to the man is really often just sticking it to yourself, later. Not all blogs are created equal. There are big blog and mega social media audiences of the 1% most engaged and totally worthwhile customers who are vital to a loyalty program and its long term success. These readers want to know what's going on, they like to stay current, and their main focus is on vocally championing things ahead with better products and services, using their expertise. It's not just ways to get around the program ever balancing the books. They know the global standards and they want to see that. They should! Sometimes which blog audience is which w
298ould surprise you -- and other times it would not. Stop me in an airport any time, and we'll discuss over coffee or wine! Too Myopic: Satisfying More Customers, Not One Trying to please \"everyone\" isn't always best, but trying to please wacky militias isn't typically advisable either. One of the hardest jobs for loyalty program leaders, is making moves, feature updates and rewards changes which impact the most people positively. Giving the most people the best loyalty experience is a tough thing to steer away from. How would you justify to your boss in any real world job, that rolling out something like free wifi for all loyalty members is less important than doing a data integration with another airline that only 0.005% of members ever book, that brings in virtually no money so that it's easier for 0.005% of members to pick off the best seats, which annoys your partner? Anyway, another area I think bloggers generally get wrong, but not always entirely, is dynamic redemptions. And don't worry, I swear there are many blogger positives coming soon. People talk about the dynamic redemption of points and miles -- where every airline seat or hotel room is available with points, but with different prices on different days -- as if it's the universal end of the world when a program shifts to that model. I think that often comes from a admirably protective, but also naive look, even when it's rooted in good intention or feels justifiably dubious. Every data point I've ever seen taken from real world dynamic redemption data within properly run loyalty programs, is that when a program still commits to bringing equivalent, rich, lead-in pricing value to customers, more people actually get what they want with their points. Again, isn't it better for millions of people who could never find the needle in the haystack seat or hotel room before, to be able to find what they perceive to be valuable options which allow them to extract value via a redemption? I hate it when programs change the goal posts, or no-notice devalue, but quite often we see programs actually lower their lowest prices when they go dynamic and spread costs. For those who were always extreme value hunters there's usually equal if not better value, if they're ready to be equally opportunistic. It's just likely not going to be spring break. Again - the crux is whether it's done by a program with good intentions, or evil ambitions. With dynamic redemptions done right that don't raise minimum prices, It's not just the hackers in the basement getting great outcomes, it's empowering people to find their travel need. They go, get a full calendar look and plan accordingly. High priced and median dates still make sense for many people who earn faster than they spend, even if it's not max value. They don't care. Many, MANY more people do not have date flexibility than any blogger really considers and many aren't actually obsessed with assigning an inflated value to their points currency. Those people are the silent majority and most polls indicate over 90% of travelers do not have date flexibility. It's the inverse with most blog crowds. Everyone should 100% know the potential of their loyalty currency though, and that's the first area where I'd say blogs ARE really useful. Keeping Score Is A Vital Public Service As promised, positivity about this blogging space. There must always be a compelling value exchange between the member and the program. It shouldn't definitively get worse. Somebody needs to keep score, and that's where bloggers add real value and public good. If a program moves to dynamic and lead in prices are 20,000 points for whatever thing, but then suddenly its 30,000 minimum and that's new, that's markedly bad for customers trying to set earning goals and impacts everyone. Things happen over time, points are not CDs or ISAs, but overnight drama isn't ideal. Programs which have done away with any \"teaching\" materials of lead-in pricing, which allow people to goal set off of, deserve every bit of grief they get. At that point, rewards are a black box of \"computer says\" and low value. Blogs do a much better job of tracking lead in pricing and creating media pressure than any other medium on the planet when it comes to intendedly stealthy points devaluations. I think where people go wrong is with entitlement on the perks side. No one is entitled to anything in life and elite status certainly follows that. I always, always stress the importance of helping people to goal set when I speak with loyalty programs. Play stupid games, win stupid prizes, and if you don't know the rules of the game or the prize -- it's a dumb game. If you help people get a sense for the journey needed to \"win\" their game, everyone can win and its the prerogative of the program to set the levels. More and more often, the media jumps in on blog stories and suddenly, CEOs who hoped no one would notice when they raise the points price of a hotel room overnight (lol, right?) -- the internet is hard to wipe --have to answer uncomfortable questions about how they really value members and why they tried to hide it all. That applies good pressure to any future program changes to be transparent, give notice and respect their members. Another great win - attention for promotions. It's really hard to keep track of all the various opportunities in loyalty, my email is flooded, so when a blogger amplifies that message and adds good context, it's typically a win all around. \"Winning\" Today Can Be Losing Tomorrow Too I wish I didn't know as much about winning clicks on the internet as I do. If I write \"hotel changes guest rewards\" as a headline, no one is going to click. But, if I write \"hotel massively upends rewards system, people freaking out\", I can put my computer away for the day and watch the pennies add up. I'll also probably get quoted by a big paper looking for the sensationalist hook to an often boring story only actually impacting 0.01% of people. What's ironic here about travel rewards blogs, is that they don't have loyal audiences who read ALL their content. They have audiences who click the juiciest \"burn the place down\" stuff and ignore most of the rest. But that's not always in the best interest of readers. It's in the best interest of clicks, which generate revenue for the blog. Some blogs actively encourage people to get a credit card, max out the bonus, and then cancel that card for a pro-rata refund on the annual fee. If everyone in the world did that, we would have zero rewards attached to any credit cards. When those same blogs complain about those type of loopholes going away, it's beyond obvious that they're the reason good things go away. I've seen airline promotions recently which had great intentions, but were ripped to shreds financially by people gaming the spirit of the promotion. Surprise, it's unlikely another airline will offer seven digit rewards points again as a result. What people fail to understand is that no one likes to lose, or be robbed. T A bank doesn't care if 99.9% of customers are being honest if someone, even just one person, is actively robbing a branch. They want to stop the person robbing the bank, as much as they want to keep honest customers happy. Blog Success: Showcasing Hidden Pain Points A thing blogs sometimes do really well is to present the voice of customer eloquently and in ways internal teams never get across the line or fully understood. In big organizations, major hotel groups, banks or airlines, sometimes what works technically does not always end up seamless for the customer and in the process of simply getting it out the door, important \"let's get real here\" pieces get lost. Bad features and products still happen. Blogs share good feedback. Having blogs use screenshots or walkthroughs to showcase just how confusing or laborious something is, is often highly valuable to everyone. By everyone, I mean the brand which must do better with the product or feature release and missed the mark, and the customer who deserves better. Blogs are wonderfully ruthless in often immediately being able to point to what \"best in class\" is elsewhere and how off the mark a new launch is. Benchmarking is easy for bloggers who live in the minutia, but not easy for many others. Sometimes it's over simplified or conflated but when it's not, it's fantastic stuff. Outrage Sells, Being Fair Is Boring I read blogs every day. Some make me want to throw my coffee cup at a window, while others bring great joy, while passing on useful news, deep perspective or just a fun enthusiasm for loyalty and rewards. I've learned so much from other blogs and from readers over the years. I've also so much from the business side of loyalty, about the practical challenges in delivery or balancing the priorities. Sometimes they're weak excuses, other times they're really valid. There's always going to be a cops and robbers element to this game, and I hope this long winded piece inspired some thought about the framing of things, what's fair and not -- and how incentives aren't always aligned, even between a blogger and their audience. Creating fake rage is all the rage these days, so if you're a reader - process accordingly. A program making things easier for most people to understand might be bad news for the writer, who needs confusion to keep an audie
298nce engaged.","keywords":"","name":"What Blogs Get Wrong (And Right) About Loyalty Programs, And Why They Matter","thumbnailUrl":"https:\/\/www.godsavethepoints.com\/wp-content\/uploads\/2021\/04\/VS-champagne-virgin-atlantic-150x150.jpg","wordCount":"2598","timeRequired":"PT11M32S","mainEntity":{"@type":"WebPage","@id":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/"},"author":{"@type":"Person","name":"Gilbert Ott","description":"Gilbert Ott is an ever curious traveler and one of the world's leading travel experts. His adventures take him all over the globe, often spanning over 200,000 miles a year and his travel exploits are regularly featured on Good Morning America, BBC, The Sunday Times, Travel & Leisure, CNN and other leading news outlets. Obsessed with deals, destinations and luxury travel \u2013 Ott is constantly in search of an edge, and shares every travel trick here on GodSaveThePoints.com. Catch him in airports around the world, if you can.","url":"https:\/\/www.godsavethepoints.com\/author\/gilbert-ott\/","sameAs":["https:\/\/www.godsavethepoints.com","godsavethepoint","https:\/\/www.instagram.com\/godsavethepoints\/"],"image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=96&d=mm&r=g","height":96,"width":96}},"editor":{"@type":"Person","name":"Gilbert Ott","description":"Gilbert Ott is an ever curious traveler and one of the world's leading travel experts. His adventures take him all over the globe, often spanning over 200,000 miles a year and his travel exploits are regularly featured on Good Morning America, BBC, The Sunday Times, Travel & Leisure, CNN and other leading news outlets. Obsessed with deals, destinations and luxury travel \u2013 Ott is constantly in search of an edge, and shares every travel trick here on GodSaveThePoints.com. Catch him in airports around the world, if you can.","url":"https:\/\/www.godsavethepoints.com\/author\/gilbert-ott\/","sameAs":["https:\/\/www.godsavethepoints.com","godsavethepoint","https:\/\/www.instagram.com\/godsavethepoints\/"],"image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"God Save The Points","url":"https:\/\/www.godsavethepoints.com","logo":{"@type":"ImageObject","url":"https:\/\/www.godsavethepoints.com\/wp-content\/uploads\/2020\/07\/godsavethepoints-logo.png","width":1190,"height":108}},"comment":[{"@type":"Comment","id":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/#comment-37
2985083","dateCreated":"2025-02-16T05:11:08-05:00","description":"I, for one, read everything you write Gilbert. It\u2019s gotten a lot easier now that you\u2019re generally less prolific (which I\u2019d hazard is probably a good thing for your life in general!)","author":{"@type":"Person","name":"Willem","url":""}},{"@type":"Comment","id":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/#comment-374677","dateCreated":"2025-02-13T16:19:01-05:00","description":"It's the 10 predictions to imply they have some insider knowledge, and when none of them materialize they latch on to the smallest thing and say that's what they were talking about \ud83e\udd23","author":{"@type":"Person","name":"Paul","url":""}}],"speakable":{"@type":"SpeakableSpecification","xpath":["\/html\/head\/title","\/html\/head\/meta[@name='description']\/@content"]},"image":[{"@type":"ImageObject","@id":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/#primaryimage","url":"https:\/\/www.godsavethepoints.com\/wp-content\/uploads\/2021\/04\/VS-champagne-virgin-atlantic.jpg","width":"1920","height":"1080","caption":"a person holding a bottle of wine"}]}] 299</script>
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609 610 </div> 611 612 613 <div class="entry-subhead"> 614 <div class="entry-meta"> 615 <span class="author-avatar"><noscript><img alt='' src='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=96&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=192&d=mm&r=g 2x' class='avatar avatar-96 photo' height='96' width='96' decoding='async'/></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%2096%2096%22%3E%3C/svg%3E' alt='' data-src='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=96&d=mm&r=g' data-srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=192&d=mm&r=g 2x' class='lazyload avatar avatar-96 photo' height='96' width='96' decoding='async'/></span><span class="byline"><span>by</span> <span class="author 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660 <span>WhatsApp</span> 661 </a></li><li class="share-print"><a rel="nofollow noopener noreferrer" 662 data-shared="sharing-print-50097" 663 class="share-print sd-button share-icon no-text" 664 href="https://www.godsavethepoints.com/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter/#print?share=print" 665 target="_blank" 666 aria-labelledby="sharing-print-50097" 667 > 668 <span id="sharing-print-50097" hidden>Print (Opens in new window)</span> 669 <span>Print</span> 670 </a></li><li class="share-end"></li></ul></div></div></div> </div> 671 </header> 672 673 674 <div class="main-content"> 675 676 677 <figure class="post-thumbnail"> 678 679 <img width="1200" height="675" src="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200,h_675/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-1200x675.jpg" class="attachment-newspack-featured-image size-newspack-featured-image wp-post-image" alt="a person holding a bottle of wine" data-hero-candidate="1" fetchpriority="high" decoding="async" srcset="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-1200x675.jpg 1200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_300/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-300x169.jpg 300w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-1024x576.jpg 1024w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_768/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-768x432.jpg 768w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1536/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-1536x864.jpg 1536w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1568/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-1568x882.jpg 1568w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_150/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic-150x84.jpg 150w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1920/https://www.godsavethepoints.com/wp-content/uploads/2021/04/VS-champagne-virgin-atlantic.jpg 1920w" sizes="(max-width: 1200px) 100v
679w, 1200px" /> 680 </figure><!-- .post-thumbnail --> 681 682 683 684 685<article id="post-50097" class="post-50097 post type-post status-publish format-standard has-post-thumbnail hentry category-opinion entry"> 686 <div class="entry-content"> 687 688<p class="wp-block-paragraph"><strong>What do we want?</strong> More upgrades, more free champagne, more space on the plane, more points for every swipe and the biggest hotel room on the property, no matter what room we really booked, with a big breakfast on top too!</p> 689 690 691 692<p class="wp-block-paragraph"><strong>Who’s going to pay for it? </strong><em>…groans, silence ensues, crowd disperses.</em></p> 693 694 695 696<p class="wp-block-paragraph">People are experts in knowing what they personally want. I obviously want all the things above too. Bloggers are also experts in knowing what their audience wants. And surprise: all travel brands generally also know what you want, in great detail too.</p> 697 698 699 700<p class="wp-block-paragraph">What people, or blogs, are (often) not experts in, is the delicate balance between making a reward program truly great for most people, and not just over performing for a select few. Many of whom, may not actually be that loyal. More there later!</p> <!-- /1019006/BoardingArea_DynamicContent --> 701 <div id='div-gpt-ad-1565968070217-0' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 702
702<script> 703 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-0'); }); 704 </script>
704 705 </div> 706 707 708 709 710<p class="wp-block-paragraph">And then that other big part: making them not go bankrupt. </p> 711 712 713 714<p class="wp-block-paragraph">Sizing priorities is the other big thing, while we’re at it. What might be deeply desirable for a small faction within a rewards program may be entirely useless for a much larger cohort. It still might be worth doing for the right group, no matter how small though.</p> 715 716 717 718<p class="wp-block-paragraph">It takes real vision to navigate this and even then it can be downright hard to prioritize development efforts — and pick projects that deliver impact to the most people, not just the loudest mob. </p> 719 720 721 722<p class="wp-block-paragraph">As someone whose seen inside and outside of global credit card, airline, hotel and other loyalty programs and also blogs about them, I want to synthesize some of my learnings over the last 11 years from both sides. I believe in the existential importance of delivering the best reward value to customers, but how that’s done is far more surgical than throwing paint at a wall.</p> <!-- /1019006/BoardingArea_DynamicContent --> 723 <div id='div-gpt-ad-1565968070217-1' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 724
724<script> 725 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-1'); }); 726 </script>
726 727 </div> 728 729 730 731 732<figure class="wp-block-image size-large"><noscript><img decoding="async" width="1024" height="768" src="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024,h_768/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1024x768.jpeg" alt="a sunset seen through a window" class="wp-image-36905" srcset="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1024x768.jpeg 1024w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_300/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-300x225.jpeg 300w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_768/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-768x576.jpeg 768w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1536/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1536x1152.jpeg 1536w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1200x900.jpeg 1200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_800/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-800x600.jpeg 800w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_400/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-400x300.jpeg 400w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_200/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-200x150.jpeg 200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1568/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1568x1176.jpeg 1568w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_853/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-853x640.jpeg 853w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_150/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-150x113.jpeg 150w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_706/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-706x530.jpeg 706w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_2048/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott.jpeg 2048w" sizes="(max-width: 1024px) 100vw, 1024px" /></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%201024%20768%22%3E%3C/svg%3E' decoding="async" width="1024" height="768" data-src="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024,h_768/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1024x768.jpeg" alt="a sunset seen through a window" class="lazyload wp-image-36905" data-srcset="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1024x768.jpeg 1024w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_300/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-300x225.jpeg 300w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_768/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-768x576.jpeg 768w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1536/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1536x1152.jpeg 1536w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1200x900.jpeg 1200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_800/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-800x600.jpeg 800w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_400/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-400x300.jpeg 400w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_200/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-200x150.jpeg 200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1568/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-1568x1176.jpeg 1568w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_853/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-853x640.jpeg 853w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_150/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-150x113.jpeg 150w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_706/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott-706x530.jpeg 706w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_2048/https://www.godsavethepoints.com/wp-content/uploads/2019/04/airplane_sunset_gilbert_ott.jpeg 2048w" data-sizes="(max-width: 1024px) 100vw, 1024px" /></figure> 733 734 735 736<h2 class="wp-block-heading">You, Of All People?</h2> 737 738 739 740<p class="wp-block-paragraph">I’ve been a decently well known travel blogger for over a decade now. I’ve also worked in the loyalty and rewards business for a similar frame of time.</p> 741 742 743 744<p class="wp-block-paragraph">I got into travel loyalty stuff because I always believed more people should. Points are like free money and as a blogger — I thought, if I could explain these once very unnecessarily complex concepts better than the airlines, hotels or credit card companies of the time, maybe just maybe, everyone could be happy and win together.</p> 745 746 747 748<p class="wp-block-paragraph"><em>Cue uplifting string music, roll credits. Fin</em>.</p> 749 750 751 752<p class="wp-block-paragraph">These days, when I see program changes, promotions or new products play out, I get both joy and frustration in knowing that quite often, there’s a lot being said on blogs or, the LinkedIn hot takes, that’s just plain wrong and not backed by anything real in data the reward programs see.</p> <!-- /1019006/BoardingArea_DynamicContent --> 753 <div id='div-gpt-ad-1565968070217-2' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 754
754<script> 755 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-2'); }); 756 </script>
756 757 </div> 758 759 760 761 762<p class="wp-block-paragraph">Blogs are like “<em>this is the end, mass mutiny</em>” and the actual numbers are like “<em>new record of people joining in and satisfaction scores are up</em>“, so yeah. Salt, meet grain. What’s been most annoying lately, is that much like with other worldly topics, a loud and vocal 0.01% grabs the headlines as if they represent the silent 99% majority, who don’t exercise a voice.</p> 763 764 765 766<h2 class="wp-block-heading">We Don’t Have The Data</h2> 767 768 769 770<p class="wp-block-paragraph">People talk with such certainty online, as if anecdotes from their 50 most engaged readers or friends is more telling than all the financial analysis and mega customer behavioral data being crunched by highly skilled professionals, using decades of history across millions of members.</p> 771 772 773 774<p class="wp-block-paragraph">Fundamentally, I believe in the danger of feedback loops and “yes people” who ferment myopic, fringe ideas of “what should be” into methuselahs of nonsense champagne, by totally failing to consider wider customer priorities. If you do nothing for me, why should I do anything for you? </p> 775 776 777 778<p class="wp-block-paragraph">People don’t spend enough time wondering if they could be wrong, and if others may not be nearly as bitter about whatever just happened. There’s no perfect science though. </p> <!-- /1019006/BoardingArea_DynamicContent --> 779 <div id='div-gpt-ad-1565968070217-3' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 780
780<script> 781 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-3'); }); 782 </script>
782 783 </div> 784 785 786 787 788<p class="wp-block-paragraph"><strong>Data can go against common sense</strong> and need refinement and you can totally have bozos at any travel or rewards business who get the objectives wrong, or lose sight of the customer and why they play. <strong>But</strong>, it’s rarely as wrong as people pontificating blindly on the interwebs.</p> 789 790 791 792<p class="wp-block-paragraph">Misinterpreted data can also leave some glaring “<em>what about this scenario?</em>” things out of new opportunities or big changes, but that’s where a strong discourse among loyalty or rewards leaders with the wider business typically puts the common sense back into the real, data-driven modeling.</p> 793 794 795 796<h4 class="wp-block-heading">What people often fail to consider is that their opinion may be “right-ish” for their niche of audience, but that really, their audience is typically at best representative of 1% of the general audience — and most people, 99% or more, don’t actually share their point of view at all. </h4> 797 798 799 800<p class="wp-block-paragraph">Depending on the blog or medias platform – the audience may be the 1% of least loyal, most difficult customers with truly impossible and unsustainable expectations for rewards and perks; some of whom enjoy benefits which cost a program far more than they spend. </p> 801 802 803 804<p class="wp-block-paragraph"><strong>These people don’t want anyone in the travel ecosystem to benefit from them, but they want to profit significantly from everyone in the ecosystem</strong> — sometimes including you. And they want to rail against anyone who tries to take their free toys away. That’s champagne socialism and under that system there are no rewards. </p> <!-- /1019006/BoardingArea_DynamicContent --> 805 <div id='div-gpt-ad-1565968070217-4' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 806
806<script> 807 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-4'); }); 808 </script>
808 809 </div> 810 811 812 813 814<p class="wp-block-paragraph">Some blogs love to indulge this fringe behavior because really, the “stick it to the man” hacks are their only really valued audience content and if there’s nothing to hack, bye-bye audience. More on how sticking it to the man is really often just sticking it to yourself, later.</p> 815 816 817 818<h4 class="wp-block-heading"><strong>Not all blogs are created equal</strong>.</h4> 819 820 821 822<figure class="wp-block-image size-large"><noscript><img decoding="async" width="1024" height="683" src="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024,h_683/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1024x683.jpg" alt="Paying With Credit Card On Laptop" class="wp-image-33387" srcset="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1024x683.jpg 1024w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_300/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-300x200.jpg 300w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_768/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-768x512.jpg 768w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1536/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1536x1024.jpg 1536w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_2048/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-2048x1365.jpg 2048w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1200x800.jpg 1200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1568/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1568x1045.jpg 1568w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_150/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-150x100.jpg 150w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_706/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-706x471.jpg 706w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_360/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-360x240.jpg 360w" sizes="(max-width: 1024px) 100vw, 1024px" /></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%201024%20683%22%3E%3C/svg%3E' decoding="async" width="1024" height="683" data-src="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024,h_683/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1024x683.jpg" alt="Paying With Credit Card On Laptop" class="lazyload wp-image-33387" data-srcset="https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1024/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1024x683.jpg 1024w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_300/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-300x200.jpg 300w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_768/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-768x512.jpg 768w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1536/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1536x1024.jpg 1536w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_2048/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-2048x1365.jpg 2048w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1200/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1200x800.jpg 1200w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_1568/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-1568x1045.jpg 1568w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_150/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-150x100.jpg 150w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_706/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-706x471.jpg 706w, https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img,w_360/https://www.godsavethepoints.com/wp-content/uploads/2018/06/46650122_m-360x240.jpg 360w" data-sizes="(max-width: 1024px) 100vw, 1024px" /></figure> 823 824 825 826<p class="wp-block-paragraph">There are big blog and mega social media audiences of the 1% most engaged and totally worthwhile customers who are vital to a loyalty program and its long term success. </p> 827 828 829 830<p class="wp-block-paragraph">These readers want to know what’s going on, they like to stay current, and their main focus is on vocally championing things ahead with better products and services, using their expertise. It’s not just ways to get around the program ever balancing the books. They know the global standards and they want to see that. <strong>They should!</strong></p> 831 832 833 834<p class="wp-block-paragraph">
834Sometimes which blog audience is which would surprise you — and other times it would not. Stop me in an airport any time, and we’ll discuss over coffee or wine!</p> <!-- /1019006/BoardingArea_DynamicContent --> 835 <div id='div-gpt-ad-1565968070217-5' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 836
836<script> 837 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-5'); }); 838 </script>
838 839 </div> 840 841 842 843 844<h2 class="wp-block-heading">Too Myopic: Satisfying More Customers, Not One</h2> 845 846 847 848<p class="wp-block-paragraph">Trying to please “everyone” isn’t always best, but trying to please wacky militias isn’t typically advisable either. One of the hardest jobs for loyalty program leaders, is making moves, feature updates and rewards changes which impact the most people positively.</p> 849 850 851 852<p class="wp-block-paragraph">Giving the most people the best loyalty experience is a tough thing to steer away from.</p> 853 854 855 856<h4 class="wp-block-heading">How would you justify to your boss in any real world job, that rolling out something like free wifi for all loyalty members is less important than doing a data integration with another airline that only 0.005% of members ever book, that brings in virtually no money so that it’s easier for 0.005% of members to pick off the best seats, which annoys your partner?</h4> 857 858 859 860<p class="wp-block-paragraph">Anyway, another area I think <strong>bloggers generally get wrong</strong>, but not always entirely, is dynamic redemptions. And don’t worry, I swear there are many blogger positives coming soon. </p> 861 862 863 864<p class="wp-block-paragraph">People talk about the dynamic redemption of points and miles — where every airline seat or hotel room is available with points, but with different prices on different days — as if it’s the <strong>universal end of the world </strong>when a program shifts to that model.</p> <!-- /1019006/BoardingArea_DynamicContent --> 865 <div id='div-gpt-ad-1565968070217-6' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 866
866<script> 867 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-6'); }); 868 </script>
868 869 </div> 870 871 872 873 874<p class="wp-block-paragraph">I think that often comes from a admirably protective, but also naive look, even when it’s rooted in good intention or feels justifiably dubious.</p> 875 876 877 878<p class="wp-block-paragraph">Every data point I’ve ever seen taken from real world dynamic redemption data within properly run loyalty programs, is that when a program still commits to bringing equivalent, rich, lead-in pricing value to customers, <strong>more people actually get what they want with their points</strong>. </p> 879 880 881 882<h4 class="wp-block-heading"><strong>Again, isn’t it better for millions of people who could never find the needle in the haystack seat or hotel room before, to be able to find what they perceive to be valuable options which allow them to extract value via a redemption?</strong></h4> 883 884 885 886<p class="wp-block-paragraph"><em>I hate it</em> when programs change the goal posts, or no-notice devalue, but quite often we see programs actually lower their lowest prices when they go dynamic and spread costs. For those who were always extreme value hunters there’s usually equal if not better value, if they’re ready to be equally opportunistic. It’s just likely not going to be spring break.</p> 887 888 889 890<p class="wp-block-paragraph">Again – the crux is whether it’s done by a program with good intentions, or evil ambitions.</p> <!-- /1019006/BoardingArea_DynamicContent --> 891 <div id='div-gpt-ad-1565968070217-7' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 892
892<script> 893 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-7'); }); 894 </script>
894 895 </div> 896 897 898 899 900<p class="wp-block-paragraph">With dynamic redemptions done right that don’t raise minimum prices, It’s not just the hackers in the basement getting great outcomes, it’s empowering people to find their travel need. They go, get a full calendar look and plan accordingly. High priced and median dates still make sense for many people who earn faster than they spend, even if it’s not max value. They don’t care.</p> 901 902 903 904<p class="wp-block-paragraph">Many, MANY more people <strong>do not have date flexibility</strong> than any blogger really considers and many aren’t actually obsessed with assigning an inflated value to their points currency. Those people are the silent majority and most polls indicate over 90% of travelers do not have date flexibility. It’s the inverse with most blog crowds.</p> 905 906 907 908<p class="wp-block-paragraph">Everyone should 100% know the potential of their loyalty currency though, and that’s the first area where I’d say blogs ARE really useful. </p> 909 910 911 912<h2 class="wp-block-heading">Keeping Score Is A Vital Public Service</h2> 913 914 915 916<p class="wp-block-paragraph">As promised, positivity about this blogging space.</p> <!-- /1019006/BoardingArea_DynamicContent --> 917 <div id='div-gpt-ad-1565968070217-8' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 918
918<script> 919 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-8'); }); 920 </script>
920 921 </div> 922 923 924 925 926<p class="wp-block-paragraph">There must always be a compelling value exchange between the member and the program. It shouldn’t definitively get worse. Somebody needs to keep score, and <strong>that’s where bloggers add real value and public good</strong>.</p> 927 928 929 930<p class="wp-block-paragraph">If a program moves to dynamic and lead in prices are 20,000 points for whatever thing, but then suddenly its 30,000 minimum and that’s new, <strong>that’s markedly bad for customers</strong> trying to set earning goals and impacts everyone. Things happen over time, points are not CDs or ISAs, but overnight drama isn’t ideal. </p> 931 932 933 934<h4 class="wp-block-heading">Programs which have done away with any “teaching” materials of lead-in pricing, which allow people to goal set off of, deserve every bit of grief they get. At that point, rewards are a black box of “computer says” and low value.</h4> 935 936 937 938<p class="wp-block-paragraph">Blogs do a much better job of tracking lead in pricing and creating media pressure than any other medium on the planet when it comes to intendedly stealthy points devaluations. I think where people go wrong is with entitlement on the perks side. No one is entitled to anything in life and elite status certainly follows that. </p> 939 940 941 942<p class="wp-block-paragraph">I always, always stress the importance of helping people to goal set when I speak with loyalty programs. Play stupid games, win stupid prizes, and if you don’t know the rules of the game or the prize — it’s a dumb game. If you help people get a sense for the journey needed to “win” their game, everyone can win and its the prerogative of the program to set the levels.</p> <!-- /1019006/BoardingArea_DynamicContent --> 943 <div id='div-gpt-ad-1565968070217-9' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 944
944<script> 945 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-9'); }); 946 </script>
946 947 </div> 948 949 950 951 952<p class="wp-block-paragraph">More and more often, the media jumps in on blog stories and suddenly, CEOs who hoped no one would notice when they raise the points price of a hotel room overnight (<em>lol, right?</em>) — the <strong>internet is hard to wipe</strong> –have to answer uncomfortable questions about how they really value members and why they tried to hide it all. That applies good pressure to any future program changes to be transparent, give notice and respect their members. </p> 953 954 955 956<p class="wp-block-paragraph"><strong>Another great win</strong> – attention for promotions. It’s really hard to keep track of all the various opportunities in loyalty, my email is flooded, so when a blogger amplifies that message and adds good context, it’s typically a win all around. </p> 957 958 959 960<h2 class="wp-block-heading">“Winning” Today Can Be Losing Tomorrow Too</h2> 961 962 963 964<p class="wp-block-paragraph">I wish I didn’t know as much about winning clicks on the internet as I do. If I write “hotel changes guest rewards” as a headline, no one is going to click. </p> 965 966 967 968<p class="wp-block-paragraph">But, if I write “hotel massively upends rewards system, people freaking out”, I can put my computer away for the day and watch the pennies add up. I’ll also probably get quoted by a big paper looking for the sensationalist hook to an often boring story only actually impacting 0.01% of people.</p> <!-- /1019006/BoardingArea_DynamicContent --> 969 <div id='div-gpt-ad-1565968070217-10' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 970
970<script> 971 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-10'); }); 972 </script>
972 973 </div> 974 975 976 977 978<p class="wp-block-paragraph">What’s ironic here about travel rewards blogs, is that they don’t have loyal audiences who read ALL their content. They have audiences who click the juiciest “burn the place down” stuff and ignore most of the rest. But that’s not always in the best interest of readers.</p> 979 980 981 982<p class="wp-block-paragraph">It’s in the best interest of clicks, which generate revenue for the blog. </p> 983 984 985 986<p class="wp-block-paragraph">Some blogs actively encourage people to get a credit card, max out the bonus, and then cancel that card for a pro-rata refund on the annual fee. If everyone in the world did that, we would have zero rewards attached to any credit cards. When those same blogs complain about those type of loopholes going away, it’s beyond obvious that <strong>they’re the reason</strong> good things go away.</p> 987 988 989 990<p class="wp-block-paragraph">I’ve seen airline promotions recently which had great intentions, but were ripped to shreds financially by people gaming the spirit of the promotion. Surprise, it’s unlikely another airline will offer seven digit rewards points again as a result.</p> <!-- /1019006/BoardingArea_DynamicContent --> 991 <div id='div-gpt-ad-1565968070217-11' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 992
992<script> 993 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-11'); }); 994 </script>
994 995 </div> 996 997 998 999 1000<p class="wp-block-paragraph"><strong>What people fail to understand is that no one likes to lose, or be robbed.</strong> T</p> 1001 1002 1003 1004<p class="wp-block-paragraph">A bank doesn’t care if 99.9% of customers are being honest if someone, even just one person, is actively robbing a branch. They want to stop the person robbing the bank, as much as they want to keep honest customers happy. </p> 1005 1006 1007 1008<h2 class="wp-block-heading">Blog Success: Showcasing Hidden Pain Points </h2> 1009 1010 1011 1012<p class="wp-block-paragraph">A thing blogs sometimes do really well is to present the voice of customer eloquently and in ways internal teams never get across the line or fully understood.</p> 1013 1014 1015 1016<p class="wp-block-paragraph">In big organizations, major hotel groups, banks or airlines, sometimes what works technically does not always end up seamless for the customer and in the process of simply getting it out the door, important “let’s get real here” pieces get lost. </p> <!-- /1019006/BoardingArea_DynamicContent --> 1017 <div id='div-gpt-ad-1565968070217-12' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 1018
1018<script> 1019 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-12'); }); 1020 </script>
1020 1021 </div> 1022 1023 1024 1025 1026<p class="wp-block-paragraph"><strong>Bad features and products still happen.</strong> <strong>Blogs share good feedback.</strong></p> 1027 1028 1029 1030<p class="wp-block-paragraph">Having blogs use screenshots or walkthroughs to showcase just how confusing or laborious something is, is often highly valuable to everyone. By everyone, I mean the brand which must do better with the product or feature release and missed the mark, and the customer who deserves better.</p> 1031 1032 1033 1034<p class="wp-block-paragraph">Blogs are wonderfully ruthless in often immediately being able to point to what “best in class” is elsewhere and how off the mark a new launch is. Benchmarking is easy for bloggers who live in the minutia, but not easy for many others. Sometimes it’s over simplified or conflated but when it’s not, it’s fantastic stuff.</p> 1035 1036 1037 1038<h2 class="wp-block-heading">Outrage Sells, Being Fair Is Boring</h2> 1039 1040 1041 1042<p class="wp-block-paragraph">I read blogs every day. Some make me want to throw my coffee cup at a window, while others bring great joy, while passing on useful news, deep perspective or just a fun enthusiasm for loyalty and rewards.</p> <!-- /1019006/BoardingArea_DynamicContent --> 1043 <div id='div-gpt-ad-1565968070217-13' class="div-gpt-ad div-gpt-ad-dynamic-content" style=""> 1044
1044<script> 1045 googletag.cmd.push(function() { googletag.display('div-gpt-ad-1565968070217-13'); }); 1046 </script>
1046 1047 </div> 1048 1049 1050 1051 1052<p class="wp-block-paragraph">I’ve learned so much from other blogs and from readers over the years. I’ve also so much from the business side of loyalty, about the practical challenges in delivery or balancing the priorities. Sometimes they’re weak excuses, other times they’re really valid.</p> 1053 1054 1055 1056<p class="wp-block-paragraph">There’s always going to be a cops and robbers element to this game, and I hope this long winded piece inspired some thought about the framing of things, what’s fair and not — and how incentives aren’t always aligned, even between a blogger and their audience. Creating fake rage is all the rage these days, so if you’re a reader – process accordingly.</p> 1057 1058 1059 1060<p class="wp-block-paragraph">A program making things easier for most people to understand might be bad news for the writer, who needs confusion to keep an audience engaged. </p> 1061 1062 1063 1064<p class="wp-block-paragraph"></p> 1065
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1139 1140 </div> 1141 1142 1143 </div><!-- .entry-content --> 1144 1145 <footer class="entry-footer"> 1146 </footer><!-- .entry-footer --> 1147 1148 1149<div class="author-bio"> 1150 1151 <a href="https://www.godsavethepoints.com/author/gilbert-ott/" rel="author"> 1152 <noscript><img alt='' src='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=80&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=160&d=mm&r=g 2x' class='avatar avatar-80 photo' height='80' width='80' decoding='async'/></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%2080%2080%22%3E%3C/svg%3E' alt='' data-src='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=80&d=mm&r=g' data-srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=160&d=mm&r=g 2x' class='lazyload avatar avatar-80 photo' height='80' width='80' decoding='async'/> </a> 1153 1154 <div class="author-bio-text"> 1155 <div class="author-bio-header"> 1156 1157 <div> 1158 <h2 class="accent-header"> 1159 <a href="https://www.godsavethepoints.com/author/gilbert-ott/" rel="author"> 1160 Gilbert Ott </a> 1161 </h2> 1162 1163 </div> 1164 </div><!-- .author-bio-header --> 1165 1166 <p> 1167 Gilbert Ott is an ever curious traveler and one of the world's leading travel experts. His adventures take him all over the globe, often spanning over 200,000 miles a year and his travel exploits are regularly... <a class="author-link" href="https://www.godsavethepoints.com/author/gilbert-ott/" rel="author"> 1168 More by Gilbert Ott </a> 1169 </p> 1170 1171 </div><!-- .author-bio-text --> 1172</div><!-- .author-bio --> 1173 1174 1175</article><!-- #post-${ID} --> 1176 1177<div id="comments" class="comments-area"> 1178 <div class="comments-title-wrap"> 1179 <h2 class="comments-title"> 1180 Join the Conversation </h2><!-- .comments-title --> 1181 1182<div class="discussion-meta"> 1183 <p class="discussion-meta-info"> 1184 <svg class="svg-icon" width="24" height="24" aria-hidden="true" role="img" focusable="false" viewBox="0 0 24 24" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M21.99 4c0-1.1-.89-2-1.99-2H4c-1.1 0-2 .9-2 2v12c0 1.1.9 2 2 2h14l4 4-.01-18z"></path><path d="M0 0h24v24H0z" fill="none"></path></svg> <span>2 Comments</span> 1185 </p> 1186</div><!-- .discussion-meta --> 1187 </div><!-- .comments-title-flex --> 1188 1189 1190 <ol class="comment-list"> 1191 <li id="comment-374677" class="comment even thread-even depth-1"> 1192 <article id="div-comment-374677" class="comment-body"> 1193 <footer class="comment-meta"> 1194 <div class="comment-author vcard"> 1195 <noscript><img alt='' src='https://secure.gravatar.com/avatar/e40c2986d8672b5ed767080dc942073be11058ecb08c05e802393b27e9235100?s=60&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e40c2986d8672b5ed767080dc942073be11058ecb08c05e802393b27e9235100?s=120&d=mm&r=g 2x' class='avatar avatar-60 photo' height='60' width='60' decoding='async'/></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%2060%2060%22%3E%3C/svg%3E' alt='' data-src='https://secure.gravatar.com/avatar/e40c2986d8672b5ed767080dc942073be11058ecb08c05e802393b27e9235100?s=60&d=mm&r=g' data-srcset='https://secure.gravatar.com/avatar/e40c2986d8672b5ed767080dc942073be11058ecb08c05e802393b27e9235100?s=120&d=mm&r=g 2x' class='lazyload avatar avatar-60 photo' height='60' width='60' decoding='async'/><b class="fn">Paul</b> <span class="screen-reader-text says">says:</span> </div><!-- .comment-author --> 1196 1197 <div class="comment-metadata"> 1198 <a href="https://www.godsavethepoints.com/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter/#comment-374677"> 1199 <time datetime="2025-02-13T16:19:01-05:00" title="February 13, 2025 at 4:19 pm"> 1200 February 13, 2025 at 4:19 pm </time> 1201 </a> 1202 </div><!-- .comment-metadata --> 1203 1204 </footer><!-- .comment-meta --> 1205 1206 <div class="comment-content"> 1207 <p>It’s the 10 predictions to imply they have some insider knowledge, and when none of them materialize they latch on to the smallest thing and say that’s what they were talking about ð¤£</p> 1208 </div><!-- .comment-content --> 1209 1210 </article><!-- .comment-body --> 1211 1212 <div class="comment-reply"><a rel="nofollow" class="comment-reply-link" href="#comment-374677" data-commentid="374677" data-postid="50097" data-belowelement="div-comment-374677" data-respondelement="respond" data-replyto="Reply to Paul" aria-label="Reply to Paul">Reply</a></div> </li><!-- #comment-## -->
1213 <li id="comment-375083" class="comment odd alt thread-odd thread-alt depth-1"> 1214 <article id="div-comment-375083" class="comment-body"> 1215 <footer class="comment-meta"> 1216 <div class="comment-author vcard"> 1217 <noscript><img alt='' src='https://secure.gravatar.com/avatar/d5009c679896c85b1690e5fa3804d8954d8c3bb94c7e207ffe1d04d227031845?s=60&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/d5009c679896c85b1690e5fa3804d8954d8c3bb94c7e207ffe1d04d227031845?s=120&d=mm&r=g 2x' class='avatar avatar-60 photo' height='60' width='60' decoding='async'/></noscript><img src='data:image/svg+xml,%3Csvg%20xmlns=%22http://www.w3.org/2000/svg%22%20viewBox=%220%200%2060%2060%22%3E%3C/svg%3E' alt='' data-src='https://secure.gravatar.com/avatar/d5009c679896c85b1690e5fa3804d8954d8c3bb94c7e207ffe1d04d227031845?s=60&d=mm&r=g' data-srcset='https://secure.gravatar.com/avatar/d5009c679896c85b1690e5fa3804d8954d8c3bb94c7e207ffe1d04d227031845?s=120&d=mm&r=g 2x' class='lazyload avatar avatar-60 photo' height='60' width='60' decoding='async'/><b class="fn">Willem</b> <span class="screen-reader-text says">says:</span> </div><!-- .comment-author --> 1218 1219 <div class="comment-metadata"> 1220 <a href="https://www.godsavethepoints.com/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter/#comment-37
12205083"> 1221 <time datetime="2025-02-16T05:11:08-05:00" title="February 16, 2025 at 5:11 am"> 1222 February 16, 2025 at 5:11 am </time> 1223 </a> 1224 </div><!-- .comment-metadata --> 1225 1226 </footer><!-- .comment-meta --> 1227 1228 <div class="comment-content"> 1229 <p>I, for one, read everything you write Gilbert. Itâs gotten a lot easier now that youâre generally less prolific (which Iâd hazard is probably a good thing for your life in general!)</p> 1230 </div><!-- .comment-content --> 1231 1232 </article><!-- .comment-body --> 1233 1234 <div class="comment-reply"><a rel="nofollow" class="comment-reply-link" href="#comment-375083" data-commentid="375083" data-postid="50097" data-belowelement="div-comment-375083" data-respondelement="respond" data-replyto="Reply to Willem" aria-label="Reply to Willem">Reply</a></div> </li><!-- #comment-## --> 1235 </ol><!-- .comment-list --> 1236 1237 1238 <div class="comment-form-flex"> 1239 <span class="screen-reader-text">Leave a comment</span> 1240 <div id="respond" class="comment-respond"> 1241 <small><a rel="nofollow" id="cancel-comment-reply-link" href="/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter/#respond" style="display:none;">Cancel reply</a></small><form action="https://www.godsavethepoints.com/wp-comments-post.php?wpe-comment-post=gstp" method="post" id="commentform" class="comment-form"><p class="comment-notes"><span id="email-notes">Your email address will not be published.</span> <span class="required-field-message">Required fields are marked <span class="required">*</span></span></p><p class="comment-form-comment"><label for="comment">Comment <span class="required">*</span></label> <textarea id="comment" name="comment" cols="45" rows="5" maxlength="65525" required></textarea></p><p class="comment-form-author"><label for="author">Name <span class="required">*</span></label> <input id="author" name="author" type="text" value="" size="30" maxlength="245" autocomplete="name" required /></p> 1242<p class="comment-form-email"><label for="email">Email <span class="required">*</span></label> <input id="email" name="email" type="email" value="" size="30" maxlength="100" aria-describedby="email-notes" autocomplete="email" required /></p> 1243<p class="comment-form-url"><label for="url">Website</label> <input id="url" name="url" type="url" value="" size="30" maxlength="200" autocomplete="url" /></p> 1244<p class="comment-form-cookies-consent"><input id="wp-comment-cookies-consent" name="wp-comment-cookies-consent" type="checkbox" value="yes" /> <label for="wp-comment-cookies-consent">Save my name, email, and website in this browser for the next time I comment.</label></p> 1245<p class="comment-subscription-form"><input type="checkbox" name="subscribe_comments" id="subscribe_comments" value="subscribe" style="width: auto; -moz-appearance: checkbox; -webkit-appearance: checkbox;" /> <label class="subscribe-label" id="subscribe-label" for="subscribe_comments">Notify me of follow-up comments by email.</label></p><p class="comment-subscription-form"><input type="checkbox" name="subscribe_blog" id="subscribe_blog" value="subscribe" style="width: auto; -moz-appearance: checkbox; -webkit-appearance: checkbox;" /> <label class="subscribe-label" id="subscribe-blog-label" for="subscribe_blog">Notify me of new posts by email.</label></p><p class="form-submit"><input name="submit" type="submit" id="submit" class="submit" value="Post Comment" /> <input type='hidden' name='comment_post_ID' value='50097' id='comment_post_ID' /> 1246<input type='hidden' name='comment_parent' id='comment_parent' value='0' /> 1247</p><p style="display: none;"><input type="hidden" id="akismet_comment_nonce" name="akismet_comment_nonce" value="75b6745b0b" /></p><p style="display: none !important;" class="akismet-fields-container" data-prefix="ak_"><label>Δ<textarea name="ak_hp_textarea" cols="45" rows="8" maxlength="100"></textarea></label><input type="hidden" id="ak_js_1" name="ak_js" value="182"/>
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Line numbers count LF bytes from the start of the resource, as the search results do. Vendor segments are library code the classifier recognised; they are stored but not indexed. Bytes are shown as Latin1 characters, one per byte.