How Wyndham boosted email CTR by 75% and achieved a 66.7% survey completion rate with personalized year-end recap videos

Interaction
75%
CTR increase
Engagement
22%
CTA completion
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Background

 

Wyndham Hotels & Resorts, a global leader in hospitality with thousands of properties worldwide, continually seeks innovative ways to deepen guest relationships and enhance loyalty. To close out the year, Wyndham wanted to celebrate guests’ travel journeys while collecting insights to improve future recommendations and experiences.

The brand set out to create an engaging “Year in Review” experience that highlighted each traveler’s milestones, while inviting them to share preferences for the upcoming year.

questionnaire flow scaled

Challenges

Traditional surveys and email campaigns tend to suffer from low engagement and high abandonment—especially in the travel industry, where completion rates often fall below 20%. Wyndham aimed to:

  • Increase engagement and data collection through an interactive experience
  • Improve survey completion rates by making participation enjoyable and effortless
  • Strengthen customer connection through personalized storytelling
  • Customize users journeys based on the collected preferences

Solution

Partnering with Blings, Wyndham launched a personalized, interactive video recap powered by Blings’ patented MP5 smart video technology.

Each viewer received a unique video delivered via email that:

  • Showed their personalized travel stats and year-in-review highlights
  • Included interactive prompts to collect future travel preferences
  • Encouraged viewers to explore tailored recommendations
  • Concluded with an engaging call-to-action to plan their next trip

By merging data-driven personalization with dynamic interactivity, Wyndham transformed a passive year-end email into a high-performing engagement and feedback channel.

  • survey completion rate

Results

The campaign far exceeded industry benchmarks:

  • 75% increase in email click-through rate
  • 66.7% survey completion rate (compared to 19% industry average, with travel typically seeing 81% abandonment)
  • 22% final CTA completion rate (more than double the B2C average of 9.87%)
Increase in email click-through rate
75%
Survey completion rate
66.7%
Final CTA completion rate
22%

Conclusion

Wyndham’s Year-End Recap campaign redefined how hospitality brands can connect with guests through data-driven storytelling. By turning static emails into personalized, interactive video experiences, Wyndham not only achieved record engagement and response rates but also gathered actionable insights to shape the travel experiences of tomorrow.

Final CTA COmpletion Rate

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