In Episode 154 of The CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins, join us to talk about loyalty programs and their influence on customer experience. Here are five things I learned during our conversation:
- Airlines started it. Loyalty programs started 30-plus years ago in the airline industry as a reaction to deregulation. Without strict regulations on which routes airlines could fly, the carriers needed another way to ensure repeat business. Loyalty programs — and the sometimes irrational behavior of fliers chasing points and status – were born.