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your credit card earns you a suborbital space
flight, those airline miles no longer have the same cachet. And
after a putting tip from golf pro Tiger Woods, cash back seems so …
pedestrian
Welcome to the world of unique rewards for the upper crust.
In 2007, more than 85 percent of U.S. households participated in at
least one reward program, including credit card and airline rewards
programs, according to data from Aite Group, a Boston-based research
firm.
Recognizing that consumers with larger bank accounts have bigger
dreams, credit card issuers have gone far beyond cash back and
bump-ups to first class. Exclusive credit card rewards from American
Express, MasterCard, Visa and others allow consumers to live out
fantasies through what the industry has dubbed "experiential
rewards."
What might those fantasy experiences include? For a golf nut, it
would be tough to top a chance to watch golf great Tiger Woods play
a practice course from a distance of three club lengths. That's what
82 people -- AmEx cardholders and their guests -- enjoyed at Oakmont
Country Club in Oakmont, Pa., during the lead-up to the 2007 U.S.
Open golf tournament.
Platinum cardholder Fran Waitr, a consultant based in Woodbury,
Conn., was among that group. When his wife selected the exclusive
"American Express presents U.S. Open Preview Day" reward from the
American Express Web site as a birthday present for her husband,
neither knew Woods would be present.
A Tiger tip
During a round of golf for the cardholders in the morning, "There
really wasn't an indication that anything as exciting as Tiger was
in the offing," Waitr says. Tiger thrilled the group with a surprise
appearance. As cardholders shadowed Tiger during a practice round,
"He explained the shots and his approach to playing a practice round
for the U.S. Open," Waitr says. A bonus reward: On the 16th hole,
Tiger provided an impromptu putting lesson.
"It was the most incredible thing I had seen available for point
redemption," Waitr says. His wife paid 80,000 points. Had he known
in advance that the package included Tiger, they could have charged
five times more, he says.
Out-of-this-world rewards
AmEx cardholders who would rather have their heads in the clouds
than their feet on the green may swap 20 million points for a ride
on a suborbital spacecraft. The trip, a perk offered by the
Membership Rewards program, offers several minutes of weightlessness
and views of Earth from space.
In the case of American Express's First Collection, wish fulfillment
includes jewelry, watches and travel rewards. For example, platinum
and Centurion card members may redeem 384,000 points for on-demand
private jet service, or 7.2 million points for a Steinway grand
piano. Tack on 10.5 million more points for a year's lease on a
Lamborghini Gallardo Spyder. Not too shabby.
Meanwhile, Citi cardholders can create rewards in the "Your Wish
Fulfilled" program. Once cardholders amass 10,000 points, the
direction of their redemption is limited only by their dreams. One
cardholder turned 36,800 points into a three-hour limo rental for
her daughter's May 2007 wedding in Felton, Calif.
Yummy points
For Visa, one way to high-end cardholders' hearts is through their
stomachs. Visa Signature cardholders whose households earn $125,000
a year or more have access to Zagat restaurant reviews through a
special Web site. Cardholders also may use the site to book a
variety of wine tastings, cooking classes and restaurant
reservations.
"You really don't want a one-size-fits-all plan anymore," says Mark
Shipley, MasterCard's vice president for loyalty. Reward programs
should be tailored to consumers at all income levels, he says. Under
MasterCard's "choose your own rewards" program, users have requested
everything from a flight on a Marquee jet (about 1 million points)
to an iPod toilet paper holder (about 25,000 points).
Experiential aspirations
Average cardholders shouldn't assume experiential rewards are beyond
their reach -- provided they charge often enough. "You don't want to
have something that's aspiration but unattainable," says
MasterCard's Shipley. Shea Long, sales and marketing vice president
with Maritz Loyalty Marketing in St. Louis, agrees. "Very often the
'plain' rewards programs will have high-end aspirational rewards,"
he says.
It has become easier for consumers of all stripes to build their
point collections, Shipley says, as more banking products provide
points, and family programs offer the opportunity to combine points
as a household.
But for the wealthy, points have an added benefit: Frivolity becomes
psychologically OK, says Robert Passikoff, founder and president of
loyalty and engagement research consultancy Brand Keys Inc. in New
York. "When it's free, when it's the credit card giving it to you,
it becomes acceptable."
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