Mark Ross Smith

Disruptive Trends in Loyalty: Innovating to Drive Customer Engagement

The 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.

Delivering Increased Revenue through Loyalty Programs

A 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.

The Status Cliff - Understanding and Managing the Looming Threat to Loyalty Managers

The status cliff refers to the loss of status, benefits, and rewards that frequent travelers face when their loyalty program changes, merges, or is discontinued.