Hospitality Case Study

A Large UK Hotel Chain

Through effective customer engagement we achieved over £1.1m in new revenue in 3 months for our client

Lapsed customers that required
Customers were reactivated
during the campaign
Average purchase value per day from reactivated customers whilst the campaign was active
£ 0

A leading national hospitality company reached out to us to reignite their sales strategy and boost bookings from lapsed customers. 

Our approach

Our client supplied us with a database of 8,907 lapsed customers. Our remit was to engage with commercial accounts that had not booked with our client in over 12 months. 


We decided that the most effective angle would be to educate and/or remind previous customers on the benefits of being a member, sharing news of recent refurbishments and also recent TripAdvisor scores and reviews.

The results

Over a 120-day campaign we successfully generated 2,371 re-bookings from these customers, delivering over £1.1m in initial revenue in 3 months. This provided an initial 26X return on investment which continues to grow as further bookings are placed by reactivated customers.

Campaign reflection

“Talking to existing or dormant customers is slightly different as the prospect is already familiar with the proposition but the same phone techniques apply in terms of being friendly and nurturing the relationship. It was interesting how different aspects of our messaging appealed to different people; for some it was the membership benefits, others liked to hear about the hotel refurbishments. All in all, it was a great campaign to be part of and delighted were able to reintroduce so many existing customers back into their hotels.”

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