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