Case Study: AAA Northeast achieves #1 nationwide digital satisfaction and 25% revenue boost with Adobe Experience Cloud

AAA Northeast increases member satisfaction using Adobe Experience Cloud to capture feedback and influence future digital experiences

AAA Northeast, one of AAA’s largest regional clubs serving 5.7 million members, set out to reimagine its digital experience to be fully member‑driven. The organization needed faster, more personalized self‑service online, higher member satisfaction, better conversion of online prospects, and stronger marketing ROI—so it launched a Permission Based Digital Experience (PBDE) initiative to eliminate guesswork and design around real member feedback.

Using Adobe Experience Cloud (Experience Manager, Target, Analytics, Audience Manager, Campaign) integrated with Microsoft Dynamics 365, AAA Northeast implemented heavy experimentation and personalization (450+ A/B tests), streamlined flows, and end‑to‑end lead tracking. The results: nationwide #1 digital satisfaction (up from #14), new memberships initiated online rose from 26% to 45%, digital revenue grew 25% to become the top channel, renewals improved 13%, membership gains from promo codes +10%, repeat visits +60%, digital transactions +30%, and an 11x ROI on digital experience investment.

AAA Northeast

Mark Pelletier

Vice President of e-Business