Travel Counsellors

The Client

Travel Counsellors Ltd. is an independent founded in 1994 it operates in 7 countries around the world.

The Challenge

Travel Counsellors operate a network of over 1,500 independent travel experts who provide tailored travel itineraries with concierge-level service. As the business grew, it struggled to match this service with highly personalised marketing. That’s when they came to us.

The Strategy

We created a Single Customer View to provide visibility and insight into consumer segments. Based on this insight we redesigned the customer journey to build stronger relationships and more effective marketing campaigns. Our CRM platform enabled personalised campaigns in response to marketing ‘triggers’.

The results

We designed The Preference Centre (a platform for customers to specify what they want), to drive marketing personalisation, feeding into the CRM platform and providing insight into customers’ travel needs, this achieved an uplift in bookings of 23%. Edit is now delivering the project in all active markets.

0%

uplift in booking rates

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