Rhaetian Railway x yawave
A clear path for more engagement
Challenge
The Rhaetian Railway was primarily concerned with increasing its lead rate and generating sales potential through its communications. Because tourists usually book their tickets via travel portals, the RhB often didn’t know who was on its trains and had no direct contact with the passenger. The opportunities offered by the many touchpoints along the customer journey were not being exploited.
Solution
Using included yawave tools such as surveys, RhB was able to put more horsepower on the rails digitally as well. As a support, contests were also launched via the yawave feedback toolbox. Furthermore, feedback was measured along the entire customer journey: with tablet stands and QR codes at various positions on the train. Additionally, train guides were used for feedback measurement with passengers via smartphone.
Feedback Tool
Using tablets and QR codes, live surveys were conducted among train passengers via yawave Feedback Tool. These could easily be adapted to the RhB corporate design from the yawave User Hub.
Share Tool
To increase customer engagement, RhB uses the yawave Share tool for its publications. As an embedded solution, it plays data back to RhB. In this way, the content can be analyzed to determine which user is sharing it.
«yawave enables us to generate more contacts or leads from our interactions with our travelers – for example, with a simple feedback toolbox, we generate 75 new contacts for every 100 feedbacks – this is direct business potential for RhB.»
Michael Kistler
Head of Marketing Communications & E-business, Rhaetian Railway
Results
More engagement: 61% more interaction within 2 weeks. Now RhB has real-time customer feedback to which it can react immediately via marketing automation. As a result, it now knows its target group much better and actively involves them in the company’s processes.