Soft Landing
Members we failed this year keep their tier, and hear exactly why.
The job
Before members are downgraded, find the ones whose shortfall the airline's own failures caused, protect them with a letter that names those failures, and prove against a control group that it keeps them and their spend.
The moment
A Gold member who lost a bag and missed a connection gets a WhatsApp in December: You're staying Gold. We haven't forgotten 14 March, or your bag. Two minutes later her reply, Stay. This is why I fly with you, appears on the replies wall in front of the loyalty committee, and the control-group scoreboard below it reads 90 days: defection language in protected group 48% of control (n=412 vs 406).
What it does
- Pre-register control group and success rule
- Draft letters in a batch
- Extend tier and send letter
- Route 'Tell me more' to an agent
- Export evidence pack
What you see
Evidence pack, personal letter queue, a live wall of members' one-word replies, and a pre-registered control-group scoreboard
What it moves
90-day retention of at-risk elite members, protected vs control group (percentage points), and protected annual revenue in dollars
Built for
- Operations
- CX leaders & VoC
