Loyalty Limelight: JetBlue’s Mosaic Pieces Together Inventive Perks, Upgrades


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The program: TrueBlue Mosaic

In a nutshell: Airline JetBlue in the fall will officially launch TrueBlue Mosaic, an upgrade to its existing loyalty program, TrueBlue. Mosaic is designed to recognize the carrier’s most frequent fliers, with perks that should add more value to the flying experience.

New Features: Members of JetBlue’s TrueBlue program qualify for TrueBlue Mosaic two ways – by flying 30 segments plus 12,000 base flight points within a calendar year, or by earning 15,000 base flight points within a calendar year. Flight activity in 2012 is credited toward these qualifications, and members will be notified by email when they qualify.

The features of TrueBlue Mosaic include complimentary access to expedited security lines 36 airports, two free checked bags, early boarding, the ability to use points to book larger seats (called Even More Space seats), and an around-the-clock, dedicated customer service line.

The Takeaways: The airlines are the longest-standing and arguably most sophisticated operators of loyalty plans today, so JetBlue’s upgraded Mosaic program can be viewed as much as an advancement as a necessity to keep ahead of the competition. The standard TrueBlue program, for instance, already does not have blackout or expiration dates.

That said, there are some distinguishing perks:

•JetBlue is giving members who earn the TrueBlue Mosaic “badge” in 2012 an introductory gift of six Even More Space seats. The seats are valid only for JetBlue flights flown before Dec. 3, 2013, and that to redeem, members must contact the Mosaic customer service line at least 24 hours prior to departure.

•An online Mosaic tracker enables members to gauge their flight segments and miles in an easy-to-read chart, so they can see how close they are to Mosaic status.

•Because of the earning structure, members can accumulate points faster and realize aspirational rewards more regularly. Members earn three points per dollar on top of standard TrueBlue points. Because TrueBlue rewards six points for every dollar booked on jetblue.com, members can earn nine points per dollar.

These features focus on providing the kind of recognition benefits that are becoming the norm in travel related programs today. But the tough task for JetBlue is managing the balance between the brand it portrays to the market with the kinds of high-end perks offered in many frequent flyer programs.

Republished with author's permission from original post.

Bryan Pearson
Retail and Loyalty-Marketing Executive, Best-Selling Author
With more than two decades experience developing meaningful customer relationships for some of the world’s leading companies, Bryan Pearson is an internationally recognized expert, author and speaker on customer loyalty and marketing. As former President and CEO of LoyaltyOne, a pioneer in loyalty strategies and measured marketing, he leverages the knowledge of 120 million customer relationships over 20 years to create relevant communications and enhanced shopper experiences. Bryan is author of the bestselling book The Loyalty Leap: Turning Customer Information into Customer Intimacy


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