Science of CX

Mark Ross-Smith: Loyalty Programs as a way of Wowing your Customers

Mark Ross Smith · November 16, 2022

Entrepreneur · Leadershipin

Interview with Mark Ross Smith

Podcast: Science of CX

November 16, 2022

Mark ‘Mr. Loyalty’ Ross-Smith, is an award-winning global airline loyalty industry leader, and the CEO & Co-founder at Loyalty Data Co, the parent brand of StatusMatch.com. Mark’s experience in airlines runs deep as he previously headed up the Malaysia Airlines Enrich Loyalty…

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Key topicsDelivering Increased Revenue through Loyalty ProgramsA study by the Hotel Loyalty Report found that hotels with loyalty programs had an average occupancy rate of 75%, while those without programs had an average occupancy rate of 68%. This suggests that loyalty programs can help hotels fill more rooms and generate more revenue. How Artificial Intelligence and Big Data are Disrupting Airline and Hotel Loyalty ProgrammesAI and big data are transforming the way loyalty programs are managed and operated. For example, the use of AI-powered chatbots and virtual assistants is allowing companies to automate routine tasks, such as account management and rewards redemption, freeing up resources for more strategic initiatives. Additionally, the use of big data is allowing companies to track and analyze customer behavior in real-time, allowing them to make more informed decisions about their loyalty programs. (Source: Forbes, "How AI and Big Data are Revolutionizing Loyalty Programs") Disruptive Trends in Loyalty: Innovating to Drive Customer EngagementThe airline loyalty status is held by the most valuable global travelers, who represent 30-40% of airline revenue. Mark Ross-Smith and his company, Loyalty Data Co, have demonstrated their expertise in this area by delivering thousands of high-value travelers to Canada in 2021/2022 through their platform, Status Match.com, in conjunction with Destination Canada and Air Canada. View all topics →

About Mark Ross Smith

Award Winning Loyalty Data Thought Leader

25+ Major travel brands worked with100,000s Travellers helped by Loyalty Status Co2022 Loyalty Royalty 30 Under 40800,000+ members Australian social network co-founded & sold

Mark Ross-Smith is a global leader in the airline loyalty industry, with a passion for delivering value to both travellers and airlines. As the CEO and Co-Founder of Loyalty Data Co, Mark is shaking up the industry with his cutting-edge loyalty platform, StatusMatch.com. With over a decade of experience in the industry, Mark has a proven track record of success, having led the Malaysia Airlines Enrich Loyalty Program to consecutive years of financial growth. He was also the CEO of a leading high-tech start-up, where he harnessed the power of big data to drive incremental revenue for Telstra, Optus, and Vodafone.

Mark is a sought-after speaker and thought leader, known for his unique approach to loyalty innovation. He's been featured in major media outlets such as CNN, BBC, The Economist, and Financial Times, and has published numerous papers and articles on airline loyalty on his website, www.traveldatadaily.com. In 2022, Mark was also awarded Loyalty Magazine's prestigious "Loyalty Royalty" 30 Under 40 Award.

Mark's entrepreneurial journey has been nothing short of impressive. He co-founded and sold the largest Australian-owned social network, which had over 800,000 members and major global brands as customers. He's now focused on airline and loyalty data and has published over 50 thought-leadership articles on airline loyalty and big data monetization.

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About this episode

Mark ‘Mr. Loyalty’ Ross-Smith, is an award-winning global airline loyalty industry leader, and the CEO & Co-founder at Loyalty Data Co, the parent brand of StatusMatch.com.

Mark’s experience in airlines runs deep as he previously headed up the Malaysia Airlines Enrich Loyalty Program, delivering consecutive year record financial success to the airline.

Mark has also held roles in several high-tech start-ups, including the largest Australian-owned mobile social network, where he was CEO for 7 years, spearheaded big-data opportunities with Optus, Vodafone, and Telstra, and also generated an incremental $35M annually for the telcos through data-driven loyalty initiatives

Mark is a highly sought-after speaker at airline and loyalty industry events, known for cutting through the noise and delivering content that isn’t seen or spoken about in public forums.

As the Founder of Travel Data Daily – Mark has published dozen of papers and articles on airline loyalty, which dives deep into airline economics and thought leadership.

Key Takeaways

The story of what got Mark interested in the business of travel and airlines Why Mark created his website statusmatch.com (A website designed to help airlines find high-level customers on a higher scale and help travelers find an airline that's more suitable to their needs)Mark gives us an insight into what happens when people sign up on his site. Everything from changing airlines, status matching, and flightWhat are the reasons that a customer might feel the need to change his airline?Discovering the perks that loyalty programs play in ensuring your esteemed customers remain hooked to your products and services. Employee participation. Find out the level of empowerment a cabin crew has, and how this plays a role in how creative and responsive they are. Mark shares his thoughts on how we can bring back the fun and great experience that was once associated with the travel industry.

Connect with Mark

LinkedIn - https://www.linkedin.com/in/markrosssmith/?originalSubdomain=sg

Website - https://www.statusmatch.com/

Portfolio - https://www.traveldatadaily.com/

Guest: Mark Ross Smith