Marcus Puffer | Vice President & Head of Loyalty Management Solutions
IBS SOFTWARE
Marcus Puffer is Vice President & Head of Loyalty Management Solutions at IBS Software. In this role, he is responsible for the loyalty product suite, a next generation platform with some of the most successful customer engagement programs in travel and transportation. Before his tenure with IBS, Marcus has served as General Manager of topbonus, airberlin’s loyalty program and the second largest frequent flyer program in Germany with more than 3m members and over 120 partners. He successfully managed the corporatization of topbonus and subsequent sale of 70% to Etihad Airways. Prior to that, he spent a decade at Star Alliance - the leading global airline alliance - in roles spanning Network and Membership Development. Marcus started his career with Austrian Airlines with a focus on market research and long-term network planning.
Appearances:
World Aviation Festival Day 2 @ 12:30
Panel: Unpacking future strategies to enhance member engagement across diverse profiles
· How can airlines make spending miles easier to attract a wider range of customers?
· Is incorporating high-level customisation and flexibility now a necessity, and how can digital transformation aid in this offering?
· How can airlines offer variety and gamification, rather than simply rewarding the biggest spenders?
· Can airlines introduce sustainable options to draw and retain environmentally mindful members?
· Considering the recent conversation around the devaluation of loyalty points, how can airlines maintain customer trust and program appeal?
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