Air Canada is forging ahead with a revamped loyalty programme that capitalises on digital advancements.
Mark Nasr, Air Canada’s Vice President of Loyalty and E-Commerce, elucidated the airline’s forward-thinking plans and digital strategies.
Air Canada, in a strategic manoeuvre, is redefining its approach to loyalty by reacquiring its Aeroplan programme. This decision underscores a significant shift towards integrating advanced e-commerce techniques. By bringing Aeroplan back, Air Canada aims to enhance its competitive edge and offer unmatched value to its customers.
Nasr emphasised, “The natural decision was to take this back in-house and build a better programme.” By doing so, Air Canada aspires to create a more inclusive and engaging rewards system.
Air Canada’s loyalty strategy is not just about points. It encompasses a broader service proposition that seeks to unify various consumer touchpoints and enhance brand loyalty.
By focusing on emotions such as scarcity, value, and fear, Air Canada hopes to develop offers that resonate deeply with customers, thus fostering greater loyalty.
Air Canada aims to harness digital channels to enhance customer interaction, creating a seamless and personalised experience.
This forward-thinking strategy positions Air Canada as a pioneer in the aviation loyalty space, ready to lead with its innovative use of technology and customer insights.
By aligning its offerings with customer emotions, the airline sets a new benchmark in personalised customer experience.
Air Canada’s loyalty programme is reshaping the airline industry by placing a strong emphasis on personalisation and digital integration.
The airline’s strategy to leverage customer emotions and digital channels sets it apart, marking a new era in customer engagement.