Getting passenger loyalty on track
Amtrak guest rewards has seen double digit program growth year over year
In the hotly competitive travel market, Amtrak needed to modernize a customer experience that hadn’t evolved since the mid-2000s.
“We used Tally® to seamlessly migrate 10 years’ worth of Amtrak’s customer data—a challenging but rewarding feat.”
— Cindy Roseland, VP Group Account Director, ICF Next
How we did it
Loyalty + customer marketing
Loyalty + CRM strategy, Program implementation + management, Customer lifecycle experience, Cross-channel marketing
Insights + analytics
Audience segmentation, Media + marketing analytics
Technology + channels
E-commerce, Technology modernization + implementation, User experience management + design
We implemented our industry-leading technology, Tally, to reinvent the Amtrak Guest Rewards program, delivering highly personalized content in digital channels and a customized CRM application for our call centers agents. This dynamic experience targets and times loyalty communications to the individual rider, then integrates with booking systems for a smooth transaction process.
increase in registration engagement with member promotions
increase in annual enrollments
increase in mobile traffic due to responsive website