easyJet
Making travel fun again
CRM / CX
Holidays shouldn't be stressful
easyJet is all about the unbounded joy of travel. But when it came to their CRM, the joy was severely lacking. Multiple email templates, inconsistent branding, confused signposting, and dull and uninspired content. All leading to increased customer dissatisfaction, more stressful holiday experiences and a lack of brand love.
More engaging. More personal. More lucrative.
We reinvented the entire easyJet CRM experience, from sales and marketing comms through to trip information, disruption and service messages. Consolidating a vast amount of personal and flight booking data, innovating their customer segmentation, and anticipating what travellers needed at each stage of their trip.
Whether customers were flying solo, for business, or had the whole family in tow, our comms took the stress out and put the fun back in. Delivering highly personalised, timely emails and app notifications at scale. All rooted in easyJet’s brand principles and tone.
The modules were built in Braze and delivered to client along with comprehensive guidelines for internal teams to use.
Results
By recognising the specific needs of individual customers, we created an optimum, stress-free experience for travellers whilst maximising revenue for easyJet through upselling partners and services.
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68% increase in pre-flight revenue
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£29 extra in incremental revenue per person
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32% increase in email click-through rates
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2pt increase in CSAT scores
Other work
