My Holiday Countdown is a series of service emails that guide the customer through the process of pre-departure. They carry a step-by-step set of logistical and regulatory messages critical to getting the customer ready for a smooth takeoff. Getting the right messaged delivered at the right time is what makes this programme successful. I was lucky to work with some of the best CRM experts in travel while planning and designing this project. It was truly a group effort with weekly workshops to plan and review each step of the journey.
Service messages take priority, tactical offers, while important, are secondary
If it doesn't work well on the mobile- redesign or discard and start again
Apply Customer insight from the Analytics Team to establish timing, frequency and content relevance
Design efficient components that make best use of assets fed from our content server
