Case Studies
Challenge
A large, multinational hotel chain wanted to improve the effectiveness of its loyalty email program to increase customer bookings.
Approach
Designed a comprehensive email messaging program that leveraged demographic and behavioral data to target specific location, property type, activities, graphics and offers to the appropriate audiences.
Results
Achieved a 26% increase in bookings over the existing email marketing program.
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Challenge
A national credit card issuer’s needed to improve its activation program due to growing number of inactive cardholders.
Approach
Created novel direct mail piece that used historical purchase data to show individualized customer maps depicting prior usage locations through a translucent envelope.
Results
Campaign generated 22% increase in reactivated credit card accounts – with sustained usage – over existing program.
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Challenge
Executive coaching company was experiencing slowing sales growth and needed to generate new sales leads.
Approach
Designed an email referral program utilizing a mix of tips, surveys and straightforward requests across a series of touches targeted based on characteristics of existing customers.
Results
Campaign achieved a 300% ROI after the first drop and has generated more quality leads than the sales team can currently handle.
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Challenge
A regional retail bank wanted to determine whether direct mail was more cost-effective than its current mass advertising program to acquire new deposit customers.
Approach
Targeted multiple products and incentive offers to different prospect segments based on geographic competitiveness and specific household needs. Follow up mailings rotated offerings to subset of prospects equally likely to select either product.
Results
By optimizing mix of products, bank acquired desired mix of new households (272% incremental lift) and balances (61% lift).
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Challenge
A major airline could not determine which of their best customers were actually decreasing their loyalty to the brand.
Approach
Partnered with a national hotel chain to match destination hotel stays against client flight data to calculate share of wallet at the individual traveler and destination level.
Results
Enabled airline to target campaign based on true opportunity, conservatively worth over $20 million.
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Challenge
A top 10 retail bank was experiencing below-average deposit growth and retention.
Approach
Migrated bank from a product-centric to a customer-centric approach, utilizing multiple models based on deposit growth potential, attrition risk and price elasticity. Instituted a series of monthly multi-channel cross-sell offers rotated through the deposit and investment product lines.
Results
Generated 46% lift in new deposit activity and 14% reduction in attrition, retaining an incremental $515 million in household balances.
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