Heathrow Case Study – Data Driven Customer Experience

Key Objectives

To improve customer satisfaction, rewards membership and revenue growth for Heathrow and its retailers

The Solution

Heathrow partners with Acxiom for its CRM database, CRM strategy, campaign execution services, post-campaign analytics, and business and marketing intelligence to help the airport leverage its customer data for one-to-one, personalised communications for passengers.

Results

Heathrow saw significant gains year on year from CRM related activity , including:

    • 22% increase in Rewards retail spending
    • 19% growth in membership
    • 20% growth in active membership
    • 23% increase in spending per visit
    • 34% increase in reactivated members

Find out how Heathrow achieved this here.