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3,000 Destinations, one personalized journey: How NS International elevates customer communication
NS International supports thousands of travelers every day, offering connections to more than 3,000 international destinations. With dedicated teams focused on Acquisition, Retention, and Conversion, the company works continuously to grow its customer base through web, app, and email channels. The main challenge: creating truly personalized experiences at every interaction.
Real-time profiling and personalization with BlueConic
In the past, nsinternational.nl treated visitors anonymously. Existing newsletter subscribers were repeatedly asked to sign up again, while frequent first-class travelers had to re-enter their preferences with every booking. This lack of personalization led to frustration and a missed opportunity to engage customers effectively.
Today, NS International uses BlueConic to analyze visitor behavior and build dynamic customer profiles. Based on real-time data such as clicks, preferences, and interests, content is tailored across the website and in email campaigns. Customers now receive relevant messages at the right time, through the right channel.
Four smart dialogues, four proven results
1. Personalized newsletter invitation
Only relevant visitors are invited to subscribe, based on browsing behavior and preferred destinations. Existing subscribers and those who opted out are excluded. This approach ensures messages fit each individual – and sign-ups grew significantly as a result.
2. Personalized Valentine’s email
Travelers who had previously shown interest in romantic city breaks received a customized Valentine’s email with tailored offers. By linking past behavior to relevant content, the campaign felt timely and personal, driving higher engagement and bookings.3. Abandoned basket reminder
Visitors who left without completing a booking automatically received a friendly reminder through Selligent. The email displayed their selected trip, making it easy to finalize. This small prompt encouraged many customers to complete their purchase.
4. Alert service for not-yet-bookable trips
When trips were not yet available for booking, visitors could opt into an alert. Once tickets went on sale, they received a notification. This kept potential customers engaged and helped secure bookings as soon as the journeys became available.
Linda Molenaar
Marketeer customer retention at NS InternationalBehavioral targeting through BlueConic opens up endless possibilities. We can now be truly relevant at every stage of the customer journey.”
Why this matters for you
Today’s customers expect brands to communicate with them personally. Profiling and personalization ensure they see only what is relevant. The benefits are clear: higher conversion, stronger customer relationships, and sustainable growth – essential for staying competitive.
Hanneke Kuipers
Manager Data ServicesInterested in smart, scalable personalization? Let’s talk.