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Creator / Instructor
Lo, Ada
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Keywords
Customer loyalty programs
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1 - 5 of 5
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Case Study
All Nippon Airways (ANA) offers a variety of co-branded credit cards and digital payment options to boost loyalty and customer engagement. However, limited advertising, strict eligibility requirements, and Japan-centric benefits restrict the appeal and accessibility of ANA’s financial services, especially for international customers and overseas Mileage Club members.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Japan Customer loyalty programs Airlines --Marketing Airlines Customer loyalty
- Resource Type:
- Case Study
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Case Study
Shangri-La Group’s blockchain-based loyalty program, Shangri-La Circle, uses tokenization to securely manage customer rewards and bookings, reducing reliance on third-party sites and enhancing transparency. While blockchain boosts trust and data security, challenges include costly integration with legacy hotel systems and ongoing concerns about privacy and compliance with data protection regulations.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hotel management Hospitality industry -- Information technology Blockchains (Databases) Customer loyalty programs
- Resource Type:
- Case Study
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Case Study
Flyfish Club, located in the bustling heart of Manhattan New York, offers membership via NFT tokens traded on Ethereum, granting access to curated dining and events. Despite raising $14.8 million pre-opening, the club faced SEC sanctions for unregistered securities sales. Legal, technological, and volatility challenges led to a shift toward traditional paid memberships.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants -- Marketing Customer loyalty programs
- Resource Type:
- Case Study
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Case Study
Mandarin Oriental Hong Kong’s “Central” app is developed with exclusive dining offers, in-app reservations, and tiered membership benefits, distinguishing itself from standard hotel loyalty programs. While it enhances user experience and rewards, the app faces challenges in retaining affluent customers who seek more personalized, unique experiences beyond conventional loyalty incentives.
- Subjects:
- Hotel, Travel and Tourism and Food and Beverage
- Keywords:
- Customer loyalty Hospitality industry Customer loyalty programs
- Resource Type:
- Case Study
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Case Study
Marriott Bonvoy unified Marriott’s loyalty programs and introduced a self-check-in app to enhance guest experience and efficiency. The app allows flexible check-in times and supports upselling opportunities. However, integration with hotel systems and reduced personal interaction present challenges, particularly for guests less comfortable with technology and data security concerns.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hotel management Hospitality industry -- Information technology Customer loyalty Customer loyalty programs
- Resource Type:
- Case Study