Boosting omnichannel campaign revenue and relevancy

Benjamin BillardCampaign Operator and Data Manager
Club Med

With Tinyclues, we deliver a better omnichannel customer experience with timely and relevant messages leading to more revenue, less fatigue and more loyalty.

+88%
Email revenue

COMPANY: CLUB MED

INDUSTRY: Travel & Hospitality

CAMPAIGN STRATEGY

  • Campaign productivity
  • Omnichannel campaigns
  • Lower unsubscribes
  • Reactivate inactives

DESCRIPTION
Club Med is a worldwide leader of premium all-inclusive holidays with over 70+ resorts worldwide in 26 countries, 1.34 million customers and $1.7 billion in annual revenue. They offer a multicultural experience with French savoir-faire.

Context and Challenges

  • In a highly competitive global market, they needed to increase repurchase rates & booking rates without damaging customer experience.
  • Wanted to find the future bookers across different destinations, booking windows, category, etc.
  • Sought to maximize the ROI of paid channels like direct mail and outbound calls.
  • Needed to optimize the omnichannel campaign agenda across all channels.

Solutions and Use Cases

  • Selected Tinyclues to, within minutes, identify the future bookers for 100% of the catalog.
  • Now easily find early and late bookers for strategically timed offers.
  • Can now send campaigns for a combination of offers (club, destination, trident rating…).
  • Deliver a positive customer experience by improving message relevancy and managing fatigue across channels.

Results

  • Club Med is now able to better target and orchestrate their campaigns, leading to a revenue per email increase of 88%, with a 45% increase in average basket during A/B tests.
  • They now target 80% of outbound calls with Tinyclues. Improved relevancy has increased conversion rates up to 16%.
  • Tinyclues’ campaign intelligence solution increased the direct mail purchase rate by 87% during A/B tests

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