How to move customers from the physical world to online [Marriott example]

Estimated read time: 3 minutesThe short answer is: it’s hard. From QR codes to links to vague comments in magazines consumers scream: “Do. Not. Make. Me. Do. Something.” I don’t even want “bonus” content. I barely liked what I just read. Nonetheless print campaigns […]

[Technology] Why the Marriott Bonvoy app is actually pretty good

Estimated read time: 3 minutesThe challenges of rebranding certainly exist and I’ve shared my thoughts about when Marriott Rewards, Starwood and Ritz-Carlton all became Marriott Bonvoy. Apparently you can say Bonvoy for all kinds of things: But anyway, the rebrand also discontinued three separate apps […]

[Travel] Not all miles are equal – the difference between award miles and elite qualifying miles and when to care

Estimated read time: 2 minutesI was getting ready to leave bitter cold Iowa for a content marketing workshop that I was holding in much-warmer San Diego. There was bad weather heading our way and construction at LAX so American Airlines was offering reroutings, including, the […]

American Airlines App adds Siri functionality – how to use it and why publishers may use this

Estimated read time: 2 minutesAmerican quietly rolled out the functionality that allows users to add flight info to Siri. And I say “quietly” because it was showing up way at the end of 20 booked trips of mine in my app. Chances are not everyone […]

[Travel diaries] Should I have taken my 11-year-old daughter on a mileage run to make airline status?

Estimated read time: 3 minutesThe other day I realized that my 11-year-old, who has been to Europe a bunch of times recently – including 3 times in 12 months – hadn’t flown economy to Europe in 10 years. Yup. the last time she was sitting […]

How airlines can personalize services for their top frequent fliers even more [Customer service idea]

Estimated read time: 2 minutesI’ve had status on American Airlines for five years running now. The last two were as executive platinum- their top level. The service and perks are nice and include: Systemwide upgrades Drink and meal in main cabin Frequent and free upgrades […]