Retain: The Customer Retention Podcast
Why Airline Loyalty Programs Work with Mark Ross-Smith, CEO of StatusMatch.Com
September 26, 2023
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Mark Ross-Smith, CEO of StatusMatch.Com. They talk all about how he got into the customer loyalty business; why loyalty programs are sometimes more valuable than the businesses themselves; and some of the most common misconceptions of loyalty programs.
On the latest episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is joined by Mark Ross-Smith, the CEO and Co-Founder of, a platform that allows travelers to obtain elite status with airlines and hotels by matching their existing status with other loyalty programs. Mark is a seasoned executive with over 20 years of experience in the travel industry. By regularly sharing his views on the future of loyalty programs at industry conferences and events, Mark is now considered an airline loyalty thought leader. 

During the course of their conversation, Lauren and Mark discuss why loyalty programs are so valuable to the airline industry, what’s important to consider when designing your own loyalty program, how to measure a loyalty program’s success, and some of the misconceptions surrounding airline loyalty programs.

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Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.

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