Challenge
The travel agency had a problem with maintaining customer loyalty. The company did not build strong, long-term relationships with customers, which meant that despite frequent travel, many people switched to competitors.
Action
- Scoring
With the help of iPresso, the company developed a loyalty program based on scoring. Program participants collected points for each trip, flight, or hotel reservation. In addition, the loyalty program featured several membership levels (bronze, silver, gold), with each successive level offering increasingly better benefits. This motivated customers to collect more points and achieve higher statuses. - Attractive rewards
Customers could exchange points for discounts and material rewards. For the most engaged users, the company prepared special personalized discount coupons, reducing the value of the trip by up to 50%. - Sending messages with premium offers
Program members received special messages with trips tailored to their needs, as well as information about flight pre-sales and promotions earlier than other users. - Personalized emails informing about collected points
Customers received regular messages about their point balance, levels achieved, and tailored offers. - Notifications about rewards from partners
The travel agency collaborated with other companies on an ongoing basis, offering gold-level loyalty program participants the opportunity to exchange points for attractive rewards, such as free travel insurance, restaurant discounts, and discount coupons for suitcases and travel bags. The system automatically sent a notification when a customer reached the gold membership level.
Results
- Due to attractive rewards, customer retention increased by 22%.
- Customer satisfaction increased by 10%, as shown in NPS surveys.
- The number of reservations increased by 17%.
- Customer engagement increased by 14%.
