#638: United Airlines Industry-Leading Loyalty Program MileagePlus (Archive Episode)
Let's Talk Loyalty
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Innovating Loyalty: MileagePlus Transformation
This chapter examines a major airline's bold decision to remove expiry dates on loyalty points, emphasizing customer trust and loyalty strategies during turbulent times. It highlights how the MileagePlus program was leveraged as a financial resource amid the COVID-19 crisis, leading to significant fundraising and a reevaluation of loyalty programs within the industry. The discussion also points to the future potential of utilizing first-party data to further enhance customer engagement and experiences.
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