Global Flight Brochure

All programs are different. So is our expertise.

Project Examples

Frequent Flyer / Loyalty Programs & Customer Loyalty

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Dear loyalty professional,

Welcome to Global Flight, your professional partner for loyalty management issues!

As founder and Managing Director of Global Flight, I’ve lived and breathed loyalty programs ever since 1996 - and nothing else. This puts us today in a position to be able to make our experience available to satisfy clients all over the world on a wide range of topics we invite you to discover in this brochure, with

a small, but fully focused team I am proud of. We are combining our professionalism with a human touch and individual approach, allowing us to deliver critical strategic value to each of our customers. We create our own loyal customers through a permanent

focus on consistent quality I am personally responsible for.

We will be happy to support your program towards delivering its potential and are flexible to adjust to your particular needs.

If you have any specific questions, you may also reach out to me directly at any time at [email protected].

Thank you again for your interest.

Ravindra BhagwananiManaging Director


Your partner for Customer Loyalty

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Specialised management company focusing purely on management-related topics of Frequent Traveller Programs

Approach of CRM from the Loyalty Program side

Worldwide operations

Initially established in Frankfurt area in 1996

Incorporated as Global Flight SARL in Toulouse area

Represented on advisory boards of several loyalty companies

Private ownership stands for independence and no upselling strategy

Co-organiser of the global Loyalty Conference since 2005 and Loyalty@Freddie Awards since 2014

English / French / German / Spanish and Russian speaking staff


Global Fl ightGlobal Fl ightGlobal Fl ightCategory

Addresses at

Benefits

Strategic

Newcomers

Revenue increase

Get your first steps right

Content

Introduction of a Loyalty Program with a maximum loyalty and revenue impactResult

First-time program set-up

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Set-up of best practice program structure by adapting all parameters to a well- defined strategy and the particular environment of a program operator

Input from best global practices

Management and implementation aspects, incl. financial framework

Creation of ancillary revenues

How to ensure my program will deliver real value?How to gain visibility in a crowded loyalty market?How to make customers love my program?FA

Q


Addresses at

Benefits

Strategic

Existing programs

Revenue increaseCost reduction

Give a new breath to your program

Content

Review and elaboration of various aspects according to your needs, such as:

Program strategy

Program performance

Program competitiveness based on benchmark input

Financial aspects such as IFRIC 13 accounting standards

Transformation of program structure and management into best practice

Enhancement of program performance through adaptation of program structure to reflect revised strategies and competitive situation

Increase of revenue and loyalty effectResult

Program redesign

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FAQ Is my program still competitive enough?

How to improve the KPIs and customer acceptance?How to become profitable as a loyalty program unit?

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Addresses at

Benefits

Strategic

Newcomers Existing programs

Time savingRevenue increase

Searching for a strategic, though executable vision?

Content

Preparation and moderation of a management workshop aiming at defining a strategyfor a specific topic, e.g. :

Overall program strategy

New reward concept

New developments

CRM activities

Summary of workshop with definition of next steps and responsibilities

Well-founded cross-functional decision about strategically important questions

Input from best global practices

Suggested 2-3-year plan of activities

Result

Strategy workshop

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FAQ How to increase the penetration of the program?

How to engage different kinds of customers?How to become profitable as a loyalty program unit?


Addresses at

Benefits

Strategic

Newcomers

Time savingKnow-how transfer

Is it worth doing that?

Content

Analysis of risks and opportunities for introduction of an own Loyalty Program

Evaluation of different business options, e.g. own program versus partnership in third party programs

Development of a model showing the financial impact of the introduction of an own Loyalty Program

Management aspects

Expected financial evolution for years 1-3 after program introduction

Clear understanding of the current and potential situation, allowing to compare and to make a strategic decision about the company Loyalty ProgramResult

Feasibility study – Introduction Loyalty Program

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FAQ What are the opportunities and risks of running a loyalty program?

Which are the alternatives?What is the financial impact of running a loyalty program?


Addresses at

Benefits

Strategic



Get the global picture

Content

Individualised benchmark studies across different program elements, e.g. structure of points accrual/redemption, partner network, terms & conditions, elite program (qualification rules and benefits)

Possibility to include as many loyalty programs as desired

Definition of strengths and weaknesses of own program compared to best practices

Enhancement of program performance through competitive input to program developments

Result

Benchmark studies

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FAQ Where does my program stand in the competitive environment?

How do other loyalty programs resolve key issues?How do customers evaluate loyalty programs?


Addresses at

Benefits

StrategicOperational

Existing programs


Know what your competitors are doing

Content

Monthly newsletter covering news and developments at individually selected FFPs and Loyalty Programs in the following areas:

Structure of points accrual/redemption

Partner network

Terms & conditions

Elite program

Customer service

Option to include promotional offers and worldwide best practices

Regular and reliable market update

Valuable ongoing competitive input to program developmentsResult

Market observation

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What are competitors doing?How can I seize the relevant information among all the news?Which new trends and developments in the market I should be aware of?

FAQ


Addresses at

Benefits

Strategic Operational

Existing programs

Revenue increaseKnow-how transfer

Understand what really counts

Content

Definition of performance parameters/KPIs

Monthly tracking of key performance parameters

Quarterly performance reports pointing to weaknesses in the program structure

Suggestions for concrete measures in order to address identified weaknesses in each report

Review meetings

Input to program development based on real customer behaviour

Cost reduction through avoidance of undesirable developments

Best practice performance measurement rather than half-hearted self-auditResult

Performance measurement

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FAQ

How does my program perform?Which key issues does my program have?How can I use the performance information for further program developments?


Addresses at

Benefits

StrategicOperational

Existing programs

Revenue increaseKnow-how transfer

Give a practical meaning to CRM

Content

Definition of strategic CRM framework

CRM as corporate philosophy

Definition of the role of the Loyalty Program within CRM

Customer segmentation, including beyond the Loyalty Program

Development of CRM activities/campaigns across different communication channels for specific target groups

Hands-on activities delivering direct results in form of increased revenues

Pragmatic approach to CRMResult

CRM integration

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How to go beyond the loyalty program and to create a real customer relationship?How to make an immediate and tangible difference in the customer experience/relationship?What do customers expect from a CRM strategy?

FAQ


Addresses at

Benefits

Strategic Operational


Know-how transfer

Value your points correctly

Content

Definition of Loyalty Program unit as a separate cost centre

Pricing of points for accrual and redemption for different partner categories

Management of liabilities

Allocation of award capacity

Organisational set-up

Advantages and possible distortions and what to do about them

Set-up of accounting procedures according to IFRIC 13 standards

Basis to develop profitable Loyalty Program operation

Availability of award capacity

Result

Financial set-up

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FAQ How to price my loyalty currency?

How to secure sufficient award inventory?How to manage liabilities?


Addresses at

Benefits

Operational

Existing programs

Cost reductionKnow-how transfer

Avoid invisible costs through fraudsters

Content

Definition of different internal and external fraud types

Definition of preventing measures

Recommendations for changes within working processes, T&C etc.

Definition of fraud triggers and tracking mechanism

Behaviour in the face of fraud cases

Definition of management processes and responsibilities

Input from other Loyalty Program

Set-up of fraud system/audit of current practices

Cost reduction through avoidance of fraud casesResult

Fraud prevention

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Is my program really secure from loyalty program fraud?How to reduce internal and external fraud cases?How to behave with fraudsters?FA

Q Is my program really secure from loyalty program fraud?How to reduce internal and external fraud cases?How to behave with fraudsters?


Addresses at

Benefits

Operational

NewcomersExisting programs

Revenue increaseKnow-how transferTime saving

Get a strong partnership network with limited resources

Content

Definition of potential non-air partners

Initiation of contacts with partners

Set-up of partnerships (contracts, financial aspects, IT coordination)

Ongoing management of partnerships (performance measurement, development of promotions)

Development of revenues through partnerships

Added value for program members thanks to active partnerships

Cost reduction and quality improvement thanks to outsourcing

Result

Outsourced partnership management

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FAQ How to include partners as a small program?

Would it be advantageous for my program to have partners?Which partners are relevant for me?


Addresses at

Benefits

Operational


Time savingKnow-how transferCost reduction

Find your perfect match

Content

Definition of requirements

Request for proposal (RFP) with relevant suppliers for IT or outsourcing solutions

Development of a scoring model

Preselection of suppliers

Moderation of presentations by suppliers

Assistance with negotiations and final decision

Selection of most appropriate supplier at best available conditions

Cost and quality gains thanks to our standing towards suppliersResult

Supplier selection

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FAQ Which is the best IT/outsource partner for my needs?

Which potential partners to consider in an RFP process?What is a fair price I should get with IT/outsource partners?


Addresses at

Benefits

Operational

NewcomersExisting programs


Learning is the only way forward

Content

In-house training

Highly individualised approach by offering a choice of 16 different half- and one-day modules

Only experienced trainers

Offered in English, French, German, Spanish and Russian

Quick familiarisation with relevant tasks and challenges

Most efficient training possibility availableResult

Coaching courses for loyalty program staff/employees

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FAQ

How to bridge knowledge gaps within the team?How to get new team members quickly to speed in terms of loyalty knowledge?How to acquire the required competences when evolving the loyalty program into new areas?


Our conferences

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In Co-operation with


Content

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Contacts

4, impasse du Petit Castet

F31830 Plaisance du Touch / France

+33 (0)5.61.71.16.57

[email protected]

www.globalflight.net

www.loyalty-conference.com

www.facebook.com/globalflight

www.twitter.com/globalflight_RB

Address :

Phone :

E-mail :

Internet :

Facebook :

Twitter :


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Global Flight Brochure

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