mother-

I'm not sure the three of us are disagreeing at this point.

Except you're still missing that price is irrevocably tied to demand.

avidflyer

I agree with you. I was just trying to expand on the subject, which constantly gets "dumbed down" to "The airlines cannot afford to sell a seat at a loss". They can and do. I think we are in full agreement.

Deadtail

113 hours and 45 minutes left in Delta's scheduled announcement period per LedgeT's Delta's insider. Keep in mind we've gone 80+ pages based on this post, and some cry for attention on airliners.net.


Maybe when this time passes and nothing happens this thread will be locked.

DLroads

This project has been running for a while, you can find some interesting details here

(no, the link above does NOT lead to a blog or commercial...)

You need to read the lines inside carefully. It tells a bigger story-

first, the magnitude of the project(s) related, even in DL's size and standards. There is a non-ignorable number of contractors and employees associated with this project.

Second, the software- both number of applications, type of applications and names. The names mean something for people who have experience with Customer Analytics.

Third, the CSV (Customer Score Value) is a component that was already disclosed by Jeff last year in his public speech at Emory (march 2011), and he also told all the participants in the 2010 mega-DO that it may be developed (so working backwards, one can evaluate how long it has been standing). But, the CSV is linked to other products. It requires a certain infrastructure, which may explain why we are experiencing such a sub-standard award calendar. The resources go elsewhere, now it is clear where 'elsewhere' is.

Also, one may add the 'pre and post' details. It's not a generic description that one looks for, it's the direction and tentative timeline. If one worked on Parts A,B and C, one can figure out what and when would part D,E and F be relevant (and what can they build on from the previous parts).

Besides, I would use key words from prevoius postings and links posted in this thread. I think you will find some surprising findings, it is just too bad that we are late to this quest for data. There is a lot of interesting software, vendor and people movement

Deadtail

An employee resume? I'm sure Delta, has had dozens of people with this exact job description for decades. 80 pages because Delta has people that analyze customer loyalty programs?

NWA/Deltaflygirl

Sorry guys - I HONESTLY haven't heard a thing, other than the frustration that we've had *cough* issues with the KLM/AF availability.

Mind you, there is a shift bid coming up, and the last of the old NWA 'way of life' is being swept away - we used to do it in person, and now it's all via computer proxy and system wide, and while it has no effect on you folks (unless I find myself starting at half past dark, and before I get my hands on my third cup of tea, I disavow any responsibility for the first few call to know the difference between Helena and Hong Kong) but you would think they would give front line at least some kind of 'heads up' that change is coming? Especially something this big?

Ah well, I've said in the past that I read FT to keep my ear on the ground, and you guys have taught me a LOT (I still keep the up to date Black out list for KE flights at my fingertips) so if you folks are an invaluable resource for those who wish to be 'in the know'.

sbjnyc

Where did I say it wasn't? AFAIK I wasn't talking about price at all. I can't take the 15.7 cent per mile yield and apply it to a JFK-LAX RT that DL routinely sells for $300.

youngdlplat

One of my biggest frustrations with these reported changes is that I don't know how it will affect my Skymiles AMEX. Right now it is quite clear. I get miles that have a value I can roughly guess, and if I spend enough in a year, I get some MQMs that might help me hit another elite level. But without knowing what miles will be worth, and not knowing how elite status will be determined, etc. I don't have any idea if I should be charging stuff to my AMEX (and building towards the spend threshold) or to my Flexperks card, where I at least know exactly the value of what I'm getting.

DLroads

Also, one may evaluate where DL is putting their resources and partners' currently as it is associated with skymiles.

i.e. on Friday (3/23) DL announced the expansation of the shopping portal to all of the americas (in Spanish, Portuguese, French and English) which has been running since 3/5/2012, and offering new 'options' for SM unique to non-US customers... see below. It does not take a very long thought process to understand that the resources are assigned to the 'incremental' revenue projects in lieu of fixing core problems. It means that Jeff wants to change the rules of the game instead of solving the main core problems : availablity of awards, calendar, redeem options, address tier problems, etc.

One does not need a written statement from DL to see where it's heading.

Also, search the services of Loylogic and you will understand the reason(s) DL skymiles works with them. It will help understand the 'revenue driven direction'


------------------------------------
Loylogic and Delta Air Lines announce that a new multi-country, multi-language online shopping portal was launched on March 5, 2012, giving SkyMiles® members across Canada, Latin America, Mexico and the Caribbean the opportunity to earn additional SkyMiles® for their online purchases.

Now in its 30th year, SkyMiles® is one of the longest-running and most successful loyalty programs in the travel industry. With the launch of SkyMiles® Shopping in these new markets, Delta will offer more innovative channels for its members to earn SkyMiles® and further distinguish the airline and its loyalty program in key markets within Canada and Latin America.

‘Our priority is to connect with our SkyMiles members across the globe by providing a broad selection of brands that appeal to customers in different regions and markets and we’re able to accomplish that by partnering with Loylogic,” said Jeff Robertson, Vice President of Delta SkyMiles.

Delta recognized multi-market shopping presents a number of complexities surrounding product fulfillment, languages, and the need for local currency checkout, all of which are paramount in achieving local appeal and a seamless customer experience. Delta selected Loylogic because its solution is centered on solving each of these challenges and has recently been recognized for the second consecutive year for providing the ‘Most Innovative Loyalty Technology’ in the industry.

For the launch of SkyMiles® Shopping across the Americas region, Delta and Loylogic will provide complete language content in Spanish, Portuguese, French and English to ensure comprehensive appeal to members across the region. Overall, the program will present hundreds of merchants and exciting brands which in turn offer millions of products, offering Delta’s valued customers throughout the region the ability to earn SkyMiles on every purchase.

Dominic Hofer, Chief Executive Officer of Loylogic said: ‘We are thrilled to partner with Delta Air Lines and the SkyMiles® team to enhance their loyalty currency in the Canadian as well as the fast-growing Latin American e-commerce markets and to deliver new and exciting benefits to non-U.S. SkyMiles® members.’

MR_MAMA

This is the interesting part. First this all started in 2010. However, it does confirm new level

* Leadership and management of 3 areas including Market Research, Customer analytics and Web Analytics (16 people; 23 contractors)
* Focus groups and quantitative research led to selection of flat bed seats and launch of the Sky Priority program for HVC’s (high value customers)
* Application of a testing strategy and campaign optimization process resulted in over $90M in incremental revenue
* Conceived, designed and published the monthly ‘Customer Report Card’ for the CEO to keep a pulse on customer & operational metrics
* Developed Delta’s offline customer segmentation (21M active) and Customer Value Score to provide a deeper understanding of the customer & enable differential marketing investment

HongKonger

I'm not an active trader. I love value stocks. I take dividends in more stock. Portfolio grows faster. ^^^

http://www.youtube.com/watch?v=XVCtkzIXYzQ

bubbashow

It doesn't confirm any such thing. ALL FF members at DL have a customer value score. Many of us have been talking about this for MONTHS on FT. That is why I say if you are going to leave, email DL with your ff# - they know what you are worth to them. You might make a point, or you might not.

Dovster

Which explains why I got the following e-mail from Delta:

bubbashow

LOL. I hope it never gets that bad, but they are putting great efforts into tracking customer interaction (esp HVC) and customer worth. I imagine it does have an impact on the outcome of a situation.

AA_EXP09

The HVC are the ones that probably don't talk to the airline much.
I know my Eagle rating (on AA) but it's not really the best (lots of activity from BA, and some complaints)