Global Travel and Mobility Brand Increases Customer Win-Backs by 37%, Generates $10 Million in Gross Profit
WHAT WE DO
Account Management
Customer Engagement Center
INDUSTRY
Transportation
RESULTS
$10 Million in Gross Profit
Surpassed Profit Goal by 130%
20% Increase in Loyalty Program Activations
37% Increase in Customer Win-Backs
+25% Sales Improvement vs. Incumbent
Declining Loyalty Program Returns Led to Member Churn and Revenue Losses
Despite having a robust loyalty program, a global travel and mobility brand found that many small-to-medium business members who previously used the company’s booking services and loyalty program had gone inactive, and new members were not becoming repeat travel customers. The company enlisted MarketSource to re-engage its dormant members, activate new ones, and improve loyalty program performance to drive long-term customer value.
CHALLENGES
Declining loyalty program ROI
Low conversion from new to repeat customers
Difficulty engaging tail accounts
$10 Million
in gross profit—130% above the initial goal—was generated during the 12 month win-back campaign.
KEYS TO SUCCESS
Strategic account management
Targeted, data-driven customer segmentation
Consultative selling
Data-Driven Engagement Strategy Drives Customer Loyalty and Profitable Revenue Growth
[SOLUTION]
We collaborated with the client to design and execute a multi-faceted strategy targeting their tail accounts. The program involved three components:
1. Our welcome program engaged new loyalty members with personalized outreach, onboarding, and program benefits education.
2. The win-back campaign focused on dormant members who hadn’t used the loyalty program in six months or more. We targeted non-users with consultative selling and data-driven segmentation.
3. We provided ongoing relationship management to maximize program profitability and customer satisfaction.
This strategic account management approach ensured consistent communication, improved customer experience, and increased loyalty program participation.
Real-World Results
$10 Million in Gross Profit, surpassing goal by 130%
20% Increase in Loyalty Program Activations
37% Increase in Customer Win-Backs
+25% Sales Improvement vs. Incumbent
The welcome program led to a 20% increase in loyalty program activations. The win-back campaign drove a 37% increase in program usage over 12 months, generating $10 million in gross profit—130% above the initial goal. Additionally, we improved sales performance by 25% over the incumbent team and 19% over the client’s own inside sales team.