Reward power

"I lost my PPS status and never got saw it again," Clement said about his SIA frequet flyer membership while sipping his Ya Kun coffee.

Some people say reward programs are a waste of money. Their argument is since the frequent flyer, or frequent buyer, is going to do business with us anyway, it's silly to reward him. All we're doing is taking money out of our pocket.

But, how much money - I'll always ask - went into your pocket because of those good customers?

People like to be thanked for their business. I know I do.