#228: Loyalty Insights from IAG Loyalty

<p>The International Airline Group is one of the world's largest airline groups, formed by the merger of British Airways and the Spanish airline Iberia. Prior to the COVID-19 pandemic, it flew to 279 destinations and carried approximately 118 million passengers per year.</p> <p>IAG created a new unified loyalty currency called <a href="https://www.avios.com/gb/en">Avios</a>, as well as a dedicated loyalty division that has been operating in various forms for over 30 years.</p> <p>In this episode, we had joined by the Chief Product Officer of <a href="http://www.iagloyalty.com/">IAG Loyalty</a>, <a href="https://www.linkedin.com/in/stephen-scott-39334b4/#experience">Stephen Scott</a> as we look at some of the big ideas that are engaging members right now, how they are evolving earn and spend their Avios, such as card linking and e-commerce, before moving on to emerging concepts that we're all starting to think about, such as NFTs.</p> <p>Stephen explains how the pandemic impacted customers all over the world and changed their behaviour and use of technology and how IAG Loyalty has focused on achieving a complete digital transformation to support them.</p> <p>There’s much more on the way as IAG Loyalty continues to expand.&nbsp;</p> <p>Listen to this conversation and learn how exciting the future holds for the loyalty division of the International Airlines Group.</p> <p><strong>Show Notes:</strong></p> <ol> <li><a href="http://www.iagloyalty.com/">The International Airlines Group (IAG)</a></li> <li><a href="https://www.linkedin.com/in/stephen-scott-39334b4/#experience">Stephen Scott</a></li> <li><a href="https://www.avios.com/gb/en">Avios</a></li> </ol> <p><strong>Time Stamps:</strong></p> <p>02:42 - Stephen Scott’s Favorite Loyalty Program</p> <p>06:43 - Consumer's Behavior of loyalty currency with e-stores</p> <p>12:16 - Avios Card Linking Proposition</p> <p>13: 57 - Brands with card linking</p> <p>15:39 - Where is the IAG Loyalty at now?</p> <p>22:41 - Scott’s Experience with Digital Transformation</p> <p>25