From customer insight to record revenue: a top UK travel provider's best-ever season
+14%
Avg. revenue per passenger
60%+
Repeat purchase rate
Record
Fastest-selling season ever
The challengeA luxury cruise provider needed a robust insight approach to drive new customer growth and lift customer value.
Service lines
Data Science & AnalyticsMarketing Activation
The outcomeRecord gross revenue, fastest-selling season ever, and a replicable model now scaling across products.
Client Situation
- Our client, a luxury boutique cruise provider, was embarking on a data-driven marketing transformation.
- With an improved single customer view in place and objectives to grow new customers and lift customer value, it needed insight, test-and-learn and measurement at the heart of its strategy, and partners who could deliver both the thinking and the activation.
Our Contribution
- Worked alongside the client's data and marketing teams to build a blended view of customers: qualitative consumer research (run by The Big Window) on experiences and expectations, and quantitative database analysis (run by Loop Horizon) on behaviours and value opportunities.
- Reviewed the combined insight against the customer lifecycle, so every opportunity was grounded in evidence of where it would land.
- Developed opportunities through workshops, use-case briefs and prioritisation, activating five key customer experiences at critical lifecycle stages.
Results
- The client's fastest-selling season ever, with record gross revenue.
- Average revenue per passenger up 14%; repeat purchase rates consistently above 60%; engagement metrics sharply improved.
- The approach is now scaling to extend value across other products.
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We are now scaling the approach further to extend value across other products.Marketing Director