Amtrak’s loyalty and CRM efforts weren’t getting the level of personalization or impact they knew they needed to compete in today’s competitive travel market. And as a result, customers were not engaging with the brand.
So Olson 1to1 created a premier loyalty experience. Amtrak Guest Rewards focuses on customer needs and expectations and expands to accommodate all forms of engagement, tailored to the preferences of the member. And our Tally® platform is deeply integrated with Amtrak systems to facilitate sharing information and content across the Amtrak enterprise, recognizing and providing value to the customer at every touchpoint.
Together, we updated the loyalty and CRM strategies and creative, modernizing Amtrak’s digital experiences across all channels, integrating the experience with the booking website, and increasing the ability to target and personalize within digital and direct channels.
Today, Amtrak’s digital experience enables rich personalization and offer optimization. Communications are targeted and timed at the individual level. A unified customer profile and a single sign-on capability allows for easy navigation and persistent personalization between Amtrak’s digital experiences. And the work of our strategy team is helping Amtrak evolve their program to better serve their customers for years to come.
We’ve completed hundreds of creative, digital, brand, out of home, social, and video projects on behalf of Amtrak. We have built numerous integrations and enhancements that are helping their program further differentiate in the market. We have seen increased ridership, tens of millions in incremental revenue and roughly six times the ROI.
And every year, we have the honor of creating Amtrak’s holiday message delivered to millions of riders and train travel enthusiasts around the world.