Ted Neiger

overview

Delta Airlines partners with American Express for their Skymiles credit card. For any retail bank, new customer acquisition is essential because post-acquisition, customers tend to be loyal and the lifetime value of a customer is high. Airline passengers in particular have some degree of disposable income, making them attractive to AMEX.

The Delta Uplift program rewards Delta staff financially for any passengers who apply for American Express Skymiles cards via that employee's Delta employee ID. Our team performed the UI/UX work for the digital portal.

Business Challenge

“We want to give the 95% of our staff who have modest or no earnings from this program to learn from the 5% who are crushing it.”

The top percentage of Delta employee participants were extremely effective at acquiring AMEX customers. Delta believed that the effective selling tools developed by these high performers could be taught to the rest with the right digital support, and in doing so scale the program to the next level. Gamification and group dynamics were also considered a key driver of higher engagement.