TUI Travel UK

Creatormail & DSICMM

THE TEAM

Jeremy Gidley

Louise Kendall

Denise Cooper

Katie Wait

Marc Kingman

Kerry Hunt

Mark Brennan

Sam Aspin

Dinesh Hirani

Nigel Buisson

Dan Martin

WHAT IS WONDERFUL ABOUT THIS WORK?

A 'sales through service' strategy helped develop the strongest possible relationship with each Thomson customer between holiday booking and departure.

OBJECTIVES

To keep customers engaged using service-led initiatives to improve the holiday experience. Create the space for welcome reminders about holiday extras to increase the overall value of each customer.

STRATEGY AND TARGETING

Hundreds of thousands of people book a Thomson holiday every year, with 15 different types of holidays to hundreds of destinations. Holiday preparation is all about excitement and anticipation. Customers want to maintain the initial high of booking, including more and more information about their holiday. They have different needs at different stages of the countdown. From reassurance about their choice and convenient ways to pay or amend their holiday, through to exploring what they can do when they get there to make the most of their experience and even how to get to the airport.