Universal Orlando Pre-Arrival Program
Keeping customers engaged … after they’ve booked their once-in-a-lifetime vacation.

Universal Orlando asked us to find a way to reduce booking attrition and keep customers engaged once they’d purchased a vacation package. We developed a robust, multi-year strategy to surprise, delight, and enhance their dreaming/planning of the upcoming vacation—the most important stage of the pre-trip experience. The Pre-Arrival program included a personalized email with an embeddable vacation countdown clock, personalized direct mail brochure, and personalized website with an interactive and personalized checklist to maximize every minute of their stay.

Along the way, we are able to inform our future guests about the entirety of the resort, their particular vacation package benefits, tips (bring sunscreen!) and tricks (stay at an onsite hotel and get early entry to the parks before everyone else gets there!) to enjoy the parks to their fullest.