Sailing Into Success: 1:1 Personalization Strategy Delivers 10x Booking Increase for Premium Travel Credit Card Program
Global Credit Card and Financial Services Company
Industry
Financial Services
Platforms
Company Profile
This globally recognized credit card and multinational financial services company is headquartered in New York City. With millions of cardholder members worldwide, it has built its reputation on premium customer service and innovative financial products—serving small business owners, enterprise corporations, and individual cardholders.
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The Situation
As a client for over 10 years, this global financial services company came to us with a significant challenge in their travel rewards division.
Previously, the company’s emails were sent sporadically, offering a “one-size-fits-all” approach to over one million card members. Despite having access to incredibly rich cardholder behavioral data and first-party customer insights, they were missing opportunities to leverage this information for hyper-targeting with preference-based messaging.
The communication strategy lacked personalization and failed to anticipate individual travel plans or preferences, resulting in generic messaging that didn’t resonate with their diverse cardholder base or drive meaningful engagement and bookings.
The Shift
We partnered with our client to transform their email marketing approach through strategic utilization of first-party data and algorithmic targeting, creating a new era of personalized outreach:
Advanced 1:1 Personalization Strategy
Developed individualized email programs that meticulously cater to diverse needs of both current loyalty cardholders and prospective members
Comprehensive Travel Journey Mapping
Designed experiences covering the complete travel lifecycle—from itinerary planning and trip booking to utilizing cards for travel-related purchases, including hotels, restaurants, and excursions
Algorithmic Targeting & Data Utilization
Leveraged first-party data and customer behavioral insights to create hyper-relevant messaging aligned with each cardholder's unique journey stage
Multi-Audience Campaign Management
Extended personalization strategies across 16 complex retail partners (like Lowes and Hilton) and 2 million small business cardholders
Travel-Focused Content Personalization
Created tailored messaging that anticipates travel plans, from annual spring breaks in Miami to unforgettable safari adventures, delivering hyper-relevant content and exclusive offers
Continuous Optimization Framework
Implemented ongoing testing and refinement to maximize engagement and conversion across all cardholder segments
The comprehensive personalization strategy delivered exceptional results across multiple cardholder segments:
Travel Card Members:
62%
lift in overall engagement through personalized messaging
44%
lift in click-through rates from relevant content targeting
26%
lift in open rates via optimized send strategies
10x
increase in bookings from personalized travel recommendations
Small Business Card Members:
344%
increase in point redemption through targeted offers
12x
increase in incremental revenue from enhanced engagement
5x
lift in overall engagement across business-focused communications
Building deeper connections to foster future growth.
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