Case Study: International Traveling Company improves customer loyalty and reduces compensation costs with Affinion Group's MotivEngine

Prioritizing Customer Experience and Saving Millions

International Traveling Company, an international travel industry leader, needed a simple, innovative way to reduce customer service disruptions while preserving customer trust and loyalty. Affinion Group helped address this challenge with a white-labeled version of its MotivEngine product, enabling customer service representatives to offer a more meaningful goodwill gesture than traditional vouchers.

Affinion Group implemented a branded tool that integrated into existing systems and allowed customers to choose from tailored gift card options based on the situation. The program increased redemption to 85%—a 25-point lift—helped propel the company from #11 to #2 in a major industry performance study, expanded to 300 locations worldwide, and reduced average compensation by about $30 per incident, delivering nearly $20 million in savings.