REALLY Know Your Customer

Season #1, Episode #55: Building Loyalty In Micro-Moments With Your Customers With Mark Ross-Smith

Mark Ross Smith · November 14, 2022

Entrepreneur · Leadershipin

Interview with Mark Ross Smith

Podcast: REALLY Know Your Customer

November 14, 2022 · 37 min

Meet Mark Ross-Smith, CEO and Co-Founder of StatusMatch.com. Mark joins Betsy and Tony on the podcast from Malaysia. As a self-proclaimed professional frequent flyer, Mark racked up more airline points than you can imagine as he built his former businesses. After he decided to…

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Season #1, Episode #55: Building Loyalty In Micro-Moments With Your Customers With Mark Ross-Smith

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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

Lamees Butt joins Betsy and Tony on this episode to delve into the topics of digital transformation and the ever-evolving landscape of commerce.

She shares her insights on the challenges faced during her journey, including the importance of failing fast and adapting, which eventually led her to the corporate world. Now a key player at Zoovu, an AI commerce platform, she focuses on connecting businesses with their customers, making it easier to find products in the vast digital market. Through real-life examples with industry giants like Vodafone, Dyson, and Bosch, she illustrates the complexities of the B2C sector and the inevitable changes coming in B2B transactions.

Lamees sheds light on Zoovu's customer-centric approach, involving partnerships with top customers through Customer Advisory Boards, fostering a community where thought leadership and experiences are shared. This collaborative ecosystem of customers and partners is seen as pivotal to Zoovu's growth, proving that in the ever-changing world of digital commerce, strong partnerships and customer-centric strategies are the keys to success.

Tune in and hear more from Lamees, Betsy and Tony on this episode.

Guest: Mark Ross Smith