Soft Landing
Members we failed this year keep their tier, and hear exactly why.
The job
Before members are downgraded, finds those whose shortfall was caused by the airline's own failures, protects their tier with a letter naming those failures, and proves against a control group that it keeps them and their spending.
The moment
Before downgrades, the airline finds members who fell short of their tier because of its own failures. A Gold member who lost a bag and missed a connection gets a WhatsApp message in December.
It reads: "You're staying Gold. We haven't forgotten 14 March, or your bag."
Two minutes later the member's reply, "Stay. This is why I fly with you", appears on the replies wall in front of the loyalty committee.
Below it, the comparison with a control group shows that after 90 days, protected members use language about leaving at 48% of the control group's rate, across 412 and 406 members.
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 top-tier members, protected compared with a control group (in percentage points), and the annual revenue protected, in dollars.
Built for
- Operations
- CX leaders & VoC
