Lister has been assisting top companies from the travel industry, which includes a broad range of companies: travel consolidators, airlines, cruise lines, hotels, and resorts, through its delivery excellence and cost-effective solutions. We partner with our clients in this vertical to consult on digital platform best practices and recommendations, supporting their digital marketing initiatives right from acquisition to post-purchase interactions.
Expertise
- Dynamic retargeting: Built a solution to drive acquisitions by winning back customers, based on real-time behavior-driven programs and automating the next best action based on personalisation
- Display targeting of anonymous users who visit for reservation
- Over 27 implementations of digital marketing systems for travel and hospitality clients
- We built regression/logistic regression models for audience engagement trends, based on age, resort-type for a large resort chain in the USA
- Built advanced personalisation for retargeting users who abandon reservations for flights or hotels, using first-party abandonment data and personalised offers to win-back customers.
- We integrated and migrated data from multiple legacy reservation systems, passenger check-in and flight information, loyalty system, customer database, and marketing platform to provide a single customer view, which eventually helped acquire and nurture new leads as well as retain and retarget existing customers effectively.
- We used social listening to track a broad set of keywords, identified popular sub-themes for traveling segments and helped acquire new customers for our clients
- We implemented a service cloud platform for agents to handle customer complaints and requests with complete case management with SLA tracking, call center telephony integration, live chat, and building a customer portal to enable customers to log and track their complaints.
- We developed a marketing tool that allows franchisees and sales teams of resorts and hotels to send personalised, easy- to- use, template communications, keeping the corporate brand identity intact.
Experience
Lister has vast experience implementing projects for our travel segment clients on the following platforms across the funnel from Acquisition to Retention
- BlueKai DMP – For enhancing first-party data and travel-specific segments to retarget via GoogleAds on 3rd party & social sites.
- Oracle Maximizer – For personalisation on the website based on first-party data
- Oracle Social listening – Watching posts and tracking sub-themes for traveling segments for brands to message customer segments with offers relevant to these themes
- Salesforce Service & Sales cloud – Case management, product objects, define new workflow rules for addressing support requests, and auto-generated alerts for various scenarios.
- Oracle RightNow – For routing a complaint immediately as a service request with the right context
Solution
Travel retargeting solution – As a part of its collaboration with a leading ESP, Lister built a solution to drive acquisitions by winning back customers based on real-time behavior-driven programs. We also helped automate the next best action based on personalisation. Key highlights of this solution include:
- Multi-event tagging
- Display targeting of anonymous users
- Partnered with the ESP on 27 implementations