Bradmarke | Branding, Advertising, and Marketing Solutions

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Headquarter

Bradmarke Interactive, G.R.A, No. 60 Isaac John St, Ikeja GRA, Ikeja 101233, Lagos, Nigeria.

Bradmarke Interactive, No. 39 Ikot Ekpene Rd, Opposite Chicken Republic, Uyo, Akwa Ibom State, Nigeria.

StayCation – Online Hotel Booking Platform

Boosting Customer Retention and Lifetime Value (LTV)

Project Info

Project Overview

StayCation, a leader in online hotel bookings, struggled with customer retention and low repeat bookings. Despite a broad customer base, many users booked once and never returned, impacting overall customer lifetime value (LTV). In a highly competitive market, increasing retention was crucial for growth.

The goal was to create and execute a retention-focused strategy centered on email marketing. By analyzing customer behavior and offering personalized recommendations, StayCation aimed to drive repeat bookings and increase brand loyalty.

Loyalty is everything in the travel industry. With personalized communication and carefully crafted incentives, we turned one-time customers into repeat bookers.

Victor Bassey

Marketing Director

Customer Retention Strategy

Email Marketing Campaigns

Segmentation: Targeted emails sent to customers who booked within the last 12 months, segmented by booking history and preferences.
Personalized Recommendations: Tailored offers for preferred destinations and hotels based on past bookings.

Loyalty Incentives:

Rewards Program: Introduced discounts for repeat bookings and exclusive deals for loyal customers.
Seasonal Promotions: Leveraged popular travel seasons to offer time-limited discounts and perks.

Automated Email Flows:

Triggers: Emails triggered by booking anniversaries, seasonal offers, or price drops on previously searched destinations.

Email Campaign Performance: Email marketing dashboard showing open rates (45%), CTR (12%), and conversion rates from segmented campaigns, highlighting the most successful email flows.

Customer Lifetime Value (LTV): Bar chart showing a 23% increase in customer LTV over the 3-month campaign, compared to the pre-campaign baseline.

Repeat Booking Rate: Line graph illustrating the month-over-month growth in repeat bookings, with a sharp increase during the campaign period.

Engagement Insights: Bar hart of most engaged destinations showcasing top-performing offers

Results

Key Metrics

Repeat Booking Rate Increase: +28% increase in repeat bookings, exceeding the 25% target.
Customer LTV Growth: Customer lifetime value rose by 23%, demonstrating stronger retention.
High Engagement Rates: Emails achieved a 45% open rate and a 12% click-through rate, indicating strong audience interest.
Popular Offers: Offers such as loyalty rewards and personalized discounts saw the highest booking conversions.

The retention campaign was a game-changer for us. By focusing on personalization and loyalty, we turned casual users into loyal customers. The results speak for themselves, and our customers feel more connected to our brand.

Jessica Hayes

CEO, StayCation, California.

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