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298{"@context":"https:\/\/schema.org\/","@type":"NewsArticle","@id":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/#newsarticle","url":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/","headline":"What Blogs Get Wrong (And Right) About Loyalty Programs, And Why They Matter","mainEntityOfPage":"https:\/\/www.godsavethepoints.com\/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter\/","datePublished":"2025-02-13T15:09:19-05:00","dateModified":"2025-02-13T17:01:24-05:00","description":"Creating rage on the internet is a business and there's a lot of misplaced anger these days, as bloggers rail against things which actually..","articleSection":"Opinion","articleBody":"What do we want? 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!    Who's going to pay for it? ...groans, silence ensues, crowd disperses.    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.    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 
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 &amp; 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 &amp; 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"}]}]
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601	<span class="cat-links"><span class="screen-reader-text">Posted in</span><a href="https://www.godsavethepoints.com/opinion/" rel="category tag">Opinion</a></span>	
602	<div class="site-breadcrumb"><span><span><a href="https://www.godsavethepoints.com/">Home</a></span> » <span><a href="https://www.godsavethepoints.com/opinion/">Opinion</a></span> » <span class="breadcrumb_last" aria-current="page">What Blogs Get Wrong (And Right) About Loyalty Programs, And Why They Matter</span></span></div>
603	<h1 class="bjm entry-title ">
604		What Blogs Get Wrong (And Right) About Loyalty Programs, And Why They Matter	</h1>
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615			<span class="author-avatar"><noscript><img alt='' src='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=96&#038;d=mm&#038;r=g' srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=192&#038;d=mm&#038;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&#038;d=mm&#038;r=g' data-srcset='https://secure.gravatar.com/avatar/67141346983afb1ba2277bbcbfe58c97cc0cb14dc0339d8b9c9e6a3d4390a1be?s=192&#038;d=mm&#038;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 vcard"><a class="url fn n" href="https://www.godsavethepoints.com/author/gilbert-ott/">Gilbert Ott</a></span></span>			<span class="posted-on"><time class="entry-date published" datetime="2025-02-13T15:09:19-05:00">February 13, 2025</time><time class="updated" datetime="2025-02-13T17:01:24-05:00">February 13, 2025</time></span>		</div><!-- .meta-info -->
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677			<figure class="post-thumbnail">
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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&#8217;s going to pay for it? </strong><em>&#8230;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>
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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&#8217;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 &#8212; 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&#8217;s done is far more surgical than throwing paint at a wall.</p>	<!-- /1019006/BoardingArea_DynamicContent -->
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724		
724<script>
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727	</div>
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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&#8217;ve been a decently well known travel blogger for over a decade now. I&#8217;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 &#8212;  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&#8217;s a lot being said on blogs or, the LinkedIn hot takes, that&#8217;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'); });
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759
760
761
762<p class="wp-block-paragraph">Blogs are like &#8220;<em>this is the end, mass mutiny</em>&#8221; and the actual numbers are like &#8220;<em>new record of people joining in and satisfaction scores are up</em>&#8220;, so yeah. Salt, meet grain. What&#8217;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&#8217;t exercise a voice.</p>
763
764
765
766<h2 class="wp-block-heading">We Don&#8217;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 &#8220;yes people&#8221; who ferment myopic, fringe ideas of &#8220;what should be&#8221; 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&#8217;t spend enough time wondering if they could be wrong, and if others may not be nearly as bitter about whatever just happened. There&#8217;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="">
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780<script>
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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&#8217;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 &#8220;<em>what about this scenario?</em>&#8221; things out of new opportunities or big changes, but that&#8217;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 &#8220;right-ish&#8221; for their niche of audience, but that really, their audience is typically at best representative of 1% of the general audience &#8212; and most people, 99% or more, don&#8217;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 &#8211; 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&#8217;t want anyone in the travel ecosystem to benefit from them, but they want to profit significantly from everyone in the ecosystem</strong> &#8212; sometimes including you. And they want to rail against anyone who tries to take their free toys away. That&#8217;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="">
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806<script>
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810	
811
812
813
814<p class="wp-block-paragraph">Some blogs love to indulge this fringe behavior because really, the &#8220;stick it to the man&#8221; hacks are their only really valued audience content and if there&#8217;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&#8217;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&#8217;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 &#8212; and other times it would not. Stop me in an airport any time, and we&#8217;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>
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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 &#8220;everyone&#8221; isn&#8217;t always best, but trying to please wacky militias isn&#8217;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&#8217;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&#8217;t worry, I swear there are many blogger positives coming soon. </p>
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864<p class="wp-block-paragraph">People talk about the dynamic redemption of points and miles &#8212; where every airline seat or hotel room is available with points, but with different prices on different days &#8212; as if it&#8217;s the <strong>universal end of the world </strong>when a program shifts to that model.</p>	<!-- /1019006/BoardingArea_DynamicContent -->
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871
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874<p class="wp-block-paragraph">I think that often comes from a admirably protective, but also naive look, even when it&#8217;s rooted in good intention or feels justifiably dubious.</p>
875
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878<p class="wp-block-paragraph">Every data point I&#8217;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&#8217;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&#8217;s usually equal if not better value, if they&#8217;re ready to be equally opportunistic. It&#8217;s just likely not going to be spring break.</p>
887
888
889
890<p class="wp-block-paragraph">Again &#8211; the crux is whether it&#8217;s done by a program with good intentions, or evil ambitions.</p>	<!-- /1019006/BoardingArea_DynamicContent -->
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900<p class="wp-block-paragraph">With dynamic redemptions done right that don&#8217;t raise minimum prices, It&#8217;s not just the hackers in the basement getting great outcomes, it&#8217;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&#8217;s not max value. They don&#8217;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&#8217;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&#8217;s the inverse with most blog crowds.</p>
905
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907
908<p class="wp-block-paragraph">Everyone should 100% know the potential of their loyalty currency though, and that&#8217;s the first area where I&#8217;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 -->
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922	
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926<p class="wp-block-paragraph">There must always be a compelling value exchange between the member and the program. It shouldn&#8217;t definitively get worse. Somebody needs to keep score, and <strong>that&#8217;s where bloggers add real value and public good</strong>.</p>
927
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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&#8217;s new, <strong>that&#8217;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&#8217;t ideal. </p>
931
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933
934<h4 class="wp-block-heading">Programs which have done away with any &#8220;teaching&#8221; 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 &#8220;computer says&#8221; and low value.</h4>
935
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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
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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&#8217;t know the rules of the game or the prize &#8212; it&#8217;s a dumb game. If you help people get a sense for the journey needed to &#8220;win&#8221; their game, everyone can win and its the prerogative of the program to set the levels.</p>	<!-- /1019006/BoardingArea_DynamicContent -->
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948	
949
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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>) &#8212; the <strong>internet is hard to wipe</strong> &#8211;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> &#8211; attention for promotions. It&#8217;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&#8217;s typically a win all around. </p>
957
958
959
960<h2 class="wp-block-heading">&#8220;Winning&#8221; Today Can Be Losing Tomorrow Too</h2>
961
962
963
964<p class="wp-block-paragraph">I wish I didn&#8217;t know as much about winning clicks on the internet as I do. If I write &#8220;hotel changes guest rewards&#8221; as a headline, no one is going to click. </p>
965
966
967
968<p class="wp-block-paragraph">But, if I write &#8220;hotel massively upends rewards system, people freaking out&#8221;, I can put my computer away for the day and watch the pennies add up. I&#8217;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 -->
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974	
975
976
977
978<p class="wp-block-paragraph">What&#8217;s ironic here about travel rewards blogs, is that they don&#8217;t have loyal audiences who read ALL their content. They have audiences who click the juiciest &#8220;burn the place down&#8221; stuff and ignore most of the rest. But that&#8217;s not always in the best interest of readers.</p>
979
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981
982<p class="wp-block-paragraph">It&#8217;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&#8217;s beyond obvious that <strong>they&#8217;re the reason</strong> good things go away.</p>
987
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989
990<p class="wp-block-paragraph">I&#8217;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&#8217;s unlikely another airline will offer seven digit rewards points again as a result.</p>	<!-- /1019006/BoardingArea_DynamicContent -->
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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
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1004<p class="wp-block-paragraph">A bank doesn&#8217;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
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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
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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 &#8220;let&#8217;s get real here&#8221; pieces get lost. </p>	<!-- /1019006/BoardingArea_DynamicContent -->
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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 &#8220;best in class&#8221; 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&#8217;s over simplified or conflated but when it&#8217;s not, it&#8217;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 -->
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1048	
1049
1050
1051
1052<p class="wp-block-paragraph">I&#8217;ve learned so much from other blogs and from readers over the years. I&#8217;ve also so much from the business side of loyalty, about the practical challenges in delivery or balancing the priorities. Sometimes they&#8217;re weak excuses, other times they&#8217;re really valid.</p>
1053
1054
1055
1056<p class="wp-block-paragraph">There&#8217;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&#8217;s fair and not &#8212; and how incentives aren&#8217;t always aligned, even between a blogger and their audience. Creating fake rage is all the rage these days, so if you&#8217;re a reader &#8211; 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>
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1167				Gilbert Ott is an ever curious traveler and one of the world&#039;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">
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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>
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1207					<p>It&#8217;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&#8217;s what they were talking about 🤣</p>
1208				</div><!-- .comment-content -->
1209
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1211
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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>
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1229					<p>I, for one, read everything you write Gilbert. It’s gotten a lot easier now that you’re generally less prolific (which I’d hazard is probably a good thing for your life in general!)</p>
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1361		<noscript><style>.lazyload{display:none;}</style></noscript>
1361<script data-noptimize="1">window.lazySizesConfig=window.lazySizesConfig||{};window.lazySizesConfig.loadMode=1;</script>
1361<script async data-noptimize="1" src='https://www.godsavethepoints.com/wp-content/plugins/autoptimize/classes/external/js/lazysizes.min.js?ao_version=3.1.16'></script>
1361
1362	
1362<script type="text/javascript">
1363		window.WPCOM_sharing_counts = {"https://www.godsavethepoints.com/what-blogs-get-wrong-and-right-about-loyalty-programs-and-why-they-matter/":50097};
1364	</script>
1364
1365							
1365<script type="module">
1366		import { Workbox } from "https:\/\/www.godsavethepoints.com\/wp-content\/plugins\/pwa\/wp-includes\/js\/workbox-v7.3.0\/workbox-window.prod.js";
1367
1368		if ( 'serviceWorker' in navigator ) {
1369			window.wp = window.wp || {};
1370			window.wp.serviceWorkerWindow = new Workbox(
1371				"https:\/\/www.godsavethepoints.com\/wp.serviceworker",
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1376		
1376<script>
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1378	</script>
1378
1379	
1379<script id="boardingpack-wp-script-js-extra">
1380var boardingpack_wp_script = {"boardingarea_bridge":"","adhesion_ads":"1","placement_id":"// bidder appnexus\r\nvar placement_id = 24006004;\r\n// bidder shemedia\r\nvar shemedia_account_id = 10278;\r\nvar shemedia_site_id = 210096;\r\nvar shemedia_zone_id = 2538658;\r\n// bidder triplelift\r\n// var triplelift_placement_id = \"godsavethepoints_com_ROS\";\r\nvar sitename_160x600 = \"godsavethepoints_com_ROS_160x600_pb\";\r\nvar sitename_300x250 = \"godsavethepoints_com_ROS_300x250_pb\";\r\nvar sitename_300x600 = \"godsavethepoints_com_ROS_300x600_pb\";\r\nvar sitename_320x50 = \"godsavethepoints_com_ROS_320x50_pb\";\r\nvar sitename_320x100 = \"godsavethepoints_com_ROS_320x100_pb\";\r\nvar sitename_468x60 = \"godsavethepoints_com_ROS_468x60_pb\";\r\nvar sitename_728x90 = \"godsavethepoints_com_ROS_728x90_pb\";\r\nvar sitename_970x90 = \"godsavethepoints_com_ROS_970x90_pb\";\r\nvar sitename_970x250 = \"godsavethepoints_com_ROS_970x250_pb\";\r\n// bidder magnite\r\nvar magnite_account_id = 21950;\r\nvar magnite_site_id = 450808;\r\nvar magnite_zone_id = 2629194;\r\n// bidder pubmatic\r\nvar pubmatic_slotname_160x600 = \"godsavethepoints_160x600\";\r\nvar pubmatic_slotname_300x250 = \"godsavethepoints_300x250\";\r\nvar pubmatic_slotname_300x600 = \"godsavethepoints_300x600\";\r\nvar pubmatic_slotname_320x50  = \"godsavethepoints_320x50\";\r\nvar pubmatic_slotname_320x100 = \"godsavethepoints_320x100\";\r\nvar pubmatic_slotname_468x60  = \"godsavethepoints_468x60\";\r\nvar pubmatic_slotname_728x90  = \"godsavethepoints_728x90\";\r\nvar pubmatic_slotname_970x90  = \"godsavethepoints_970x90\";\r\nvar pubmatic_slotname_970x250 = \"godsavethepoints_970x250\";\r\n// bidder openx\r\nvar openx_placement_id = 558245517;\r\n// bidder nativo\r\nvar nativo_placement_300x250 = 1191692;\r\nvar nativo_placement_300x600 = 1191691;\r\nvar nativo_placement_970x250 = 1191693;\r\n// bidder mediagrid\r\nvar mediagrid_rectangle = 373924;\r\nvar mediagrid_leaderboard = 373922;\r\nvar mediagrid_skyscraper = 373923;\r\n// bidder index exchange \r\nvar ix_placement_id = 919461;","adhesion_ads_style":{"hex":"#ffffff","rgba":"rgba(255, 255, 255, 0.90)"}};
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1382
1383<script id="boardingpack-wp-script-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/cache/autoptimize/js/autoptimize_single_a2f016a572d7e573f56abc60d759e47f.js?ver=2.3.4"></script>
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1383
1384<script async data-wp-strategy="async" fetchpriority="low" id="comment-reply-js" defer='defer' src="https://www.godsavethepoints.com/wp-includes/js/comment-reply.min.js?ver=7.1.1"></script>
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1384
1385<script id="newspack-amp-fallback-js-extra">
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1388
1389<script id="newspack-amp-fallback-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/cache/autoptimize/js/autoptimize_single_7089dffedd60a7100b7f6f3dd4cb501b.js?ver=1.5.1"></script>
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1389
1390<script id="newspack-menu-accessibility-js-extra">
1391var newspackScreenReaderText = {"open_search":"Open Search","close_search":"Close Search","expand_comments":"Expand Comments","collapse_comments":"Collapse Comments","show_order_details":"Show details","hide_order_details":"Hide details","open_dropdown_menu":"Open dropdown menu","close_dropdown_menu":"Close dropdown menu","is_amp":""};
1392//# sourceURL=newspack-menu-accessibility-js-extra
1393</script>
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1393
1394<script id="newspack-menu-accessibility-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/cache/autoptimize/js/autoptimize_single_d5fb5a86cc2c888717a7e09a6e34ec59.js?ver=1.5.1"></script>
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1394
1395<script id="grofiles-cards-js" defer='defer' src="https://secure.gravatar.com/js/gprofiles.js?ver=202640"></script>
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1395
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1399
1400<script id="wpgroho-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/cache/autoptimize/js/autoptimize_single_a60519f0a568788a8bee461b5ed38619.js?ver=16.2"></script>
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1400
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1406
1407<script data-wp-strategy="defer" defer fetchpriority="low" id="jetpack-stats-js" defer='defer' src="https://stats.wp.com/e-202640.js"></script>
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1407
1408<script defer id="akismet-frontend-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/cache/autoptimize/js/autoptimize_single_16afc5423ae654844c7e650e92dba4d3.js?ver=1787443657"></script>
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1408
1409<script id="sharing-js-js-extra">
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1412
1413<script id="sharing-js-js" defer='defer' src="https://www.godsavethepoints.com/wp-content/plugins/jetpack/_inc/build/sharedaddy/sharing.min.js?ver=16.2"></script>
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1413
1414<script id="sharing-js-js-after">
1415window.WPCOM_sharing_popups = window.WPCOM_sharing_popups || {};
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1420
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1423</script>
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1423
1424<script type="module">
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1428</script>
1428
1429		
1429<script>
1430			googletag.cmd.push(function() {
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1432								googletag.pubads().enableSingleRequest();
1433				googletag.enableServices();
1434							});
1435		</script>
1435
1436				<div class="div-gpt-ad-adhesion-leaderboard-wrap">
1437							<!-- /1019006/BoardingArea_AdhesionLeaderboard -->
1438				<div id='div-gpt-ad-1569340738539-0' class="div-gpt-ad div-gpt-ad-adhesion-leaderboard" style=""></div>
1439							<div class="div-gpt-ad-adhesion-leaderboard-close">
1440				<svg xmlns="http://www.w3.org/2000/svg">
1441					<line x1="0" y1="20" x2="20" y2="0" />
1442					<line x1="0" y1="0" x2="20" y2="20" />
1443				</svg>
1444			</div>
1445		</div>
1446			<!-- /1019006/BoardingArea_RichMedia -->
1447	<div id='div-gpt-ad-1734093393123-0' class="div-gpt-ad div-gpt-ad-rich-media" style="">
1448		
1448<script>
1449			googletag.cmd.push(function() { googletag.display('div-gpt-ad-1734093393123-0'); });
1450		</script>
1450
1451	</div>
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