Leisure travel and sport

Driving life-long customer loyalty

Tottenham Hotspur

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The background

Tottenham Hotspur is a world-famous professional football club based in North London that competes in the Premier League. Founded in 1882, the Club is synonymous with playing entertaining football, which, together with a history of success on the pitch, has enabled it to build a truly global fan base with millions of fans around the world. 

Challenge

To drive life-long loyalty with hyper-personalized automation. With initial engagement with customers being difficult to achieve, Tottenham Hotspur needed to create a strong first impression to capitalize on its early opportunities. This meant choosing the right platform that could handle vast quantities of data and deliver tailored customer journeys from the beginning.

Solution

Tottenham Hotspur launched a strategic two-month program, specifically designed to engage unopened welcome emails. The new program offered fans six additional opportunities to open emails before they were categorized as completely unengaged.

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