{"id":5870,"date":"2023-09-21T15:52:23","date_gmt":"2023-09-21T22:52:23","guid":{"rendered":"https:\/\/puginteractive.com\/?p=5870"},"modified":"2023-09-21T15:53:54","modified_gmt":"2023-09-21T22:53:54","slug":"loyalty-is-broken","status":"publish","type":"post","link":"https:\/\/puginteractive.com\/loyalty-is-broken\/","title":{"rendered":"Loyalty is Broken: Porter Airlines and Zero Switching Cost"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5870\" class=\"elementor elementor-5870\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8090b5f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8090b5f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2e0b531\" data-id=\"2e0b531\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2a4221e elementor-widget elementor-widget-image\" data-id=\"2a4221e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 26-03-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1280\" height=\"600\" src=\"https:\/\/puginteractive.com\/wp-content\/uploads\/2023\/09\/porter_airlines_raccoon-1280x600-1.jpg\" class=\"attachment-medium size-medium wp-image-5872\" alt=\"\" srcset=\"https:\/\/puginteractive.com\/wp-content\/uploads\/2023\/09\/porter_airlines_raccoon-1280x600-1.jpg 1280w, https:\/\/puginteractive.com\/wp-content\/uploads\/2023\/09\/porter_airlines_raccoon-1280x600-1-768x360.jpg 768w, https:\/\/puginteractive.com\/wp-content\/uploads\/2023\/09\/porter_airlines_raccoon-1280x600-1-800x375.jpg 800w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a68326c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a68326c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e9f5bf2\" data-id=\"e9f5bf2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-161f1cf elementor-widget elementor-widget-text-editor\" data-id=\"161f1cf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 26-03-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><strong>by <a href=\"https:\/\/www.linkedin.com\/in\/stevebocska\/\">Steve Bocska<\/a><br \/><\/strong><em>Steve is the CEO and founder of PUG Interactive Inc., a company specializing in maximizing lifetime customer value through relationship orchestration. With over 20 years of experience in the gaming industry, Steve focuses on applying loyalty, engagement, and gamification to enhance user experiences in non-game contexts.<\/em><strong><br \/><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-623c66f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"623c66f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2f0656e\" data-id=\"2f0656e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b7e9abe elementor-widget elementor-widget-text-editor\" data-id=\"b7e9abe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">In August 2023, Porter Airlines introduced a brilliant strategy that shows the loyalty industry\u2019s vulnerability to disruption.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The airline announced a program to match passengers&#8217; statuses from the competing Aeroplan points program with its own VIPorter loyalty program. This masterstroke effectively allowed existing Aeroplan members to seamlessly vault themselves over to VIPorter and into the same status as they were at Aeorplan, but without having to spend any of the time, money and effort to climb the program\u2019s ranks. To participate, customers simply signed up for a free VIPorter account and submitted their Aeroplan details online. Upon receiving VIPorter status, passengers were immediately recognized at the corresponding tier and could enjoy a range of benefits, including priority standby, expedited security, early boarding, seat selection, and checked baggage. VIPorter points would also accumulate in addition to the credits customers had earned through their Aeroplan status, effectively extending the incentive for them to switch.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This move is a massive customer acquisition shortcut for Porter Airlines. By enabling a seamless transition from Aeroplan to VIPorter, the airline effectively sidestepped the conventional switching costs that often deter customers from changing loyalty programs. This removal of a significant barrier streamlines the decision-making process while simultaneously demonstrating Porter&#8217;s commitment to providing a frictionless, customer-centric experience. Ultimately, Porter&#8217;s strategy presents a compelling proposition to customers seeking easy transitions and enhanced benefits.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By hijacking Aeroplan\u2019s program and eliminating switching costs, Porter is showing the industry that it is possible to disrupt the loyalty landscape by making it easy for customers to reconsider their existing affiliations. This should challenge established norms, and will surely prompt other loyalty programs to reevaluate their own customer onboarding processes in response \u2013 and perhaps even question their ongoing investment in their existing loyalty programs.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>by Steve BocskaSteve is the CEO and founder of PUG<\/p>\n<div class=\"read-more-wrapper\"><a class=\"more-link read-more-link\" href=\"https:\/\/puginteractive.com\/loyalty-is-broken\/\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":3892,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[93,140,60],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Loyalty is 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