Smooth sailing with personalized email leads to a sold out season

“We're a new brand. So our marketable database is growing relatively quickly compared to maybe another player in the industry,” said Liza Herth, Head of Customer Lifecycle Marketing at Virgin Voyages. They wanted to capitalize on that and make sure every new customer was actually receiving their messages, and the first focus was on maintaining and improving their deliverability. How? Leaning in with a proactive partner and a platform with superior insights. 

“We rely on the great responses from our Inbox Monster rep, Pilar, at the end of the day. She’s on it way faster than we ever could be. It’s great having a partner who can say, ‘Hey, here’s what’s going on, here’s something we’re seeing. But it’s nothing to worry about.’ That kind of help is almost immediate,” said Liza. The monthly deliverability reviews are a great way to ensure things are on track–and the readouts have served as a shareable thru-line to leadership. 

The creative projects tool has been the day-to-day game changer for the Virgin Voyages team, essential for testing email creative across browsers and devices and getting feedback across a complex team that includes sales agents on the ground to operations and beyond.

“We used to have a whole string of feedback emails on a piece of creative. Keeping track of it was difficult, to say the least. They seem like small problems but they definitely add up,” said Liza. But now the team can easily share creative tests to stakeholders, reducing overall production times dramatically. “It’s just smoothed out the process. And also eased concerns about variations across browsers or devices,” she added.