Creating better customer journeys
Working alongside the LNER team, tallulah delivered creative across CRM, campaigns and customer communications, helping create a consistent experience at every stage of the journey.
Every journey starts long before passengers board the train
The Challenge
With millions of customer interactions taking place every year, LNER needed creative that could support passengers across multiple channels and moments. From booking confirmations and service updates to campaigns and onboard communications, every interaction needed to feel helpful, consistent and unmistakably LNER.
Our Thinking
Great customer experiences are shaped by every interaction. By connecting CRM, digital content and customer communications, our role was to help create a seamless experience that reflected the LNER brand from planning a journey through to arriving at the destination.
The Impact
Working as an extension of the LNER team, tallulah helped deliver connected creative across multiple customer touchpoints. By combining creative consistency with flexible support, we enabled marketing teams to respond quickly while maintaining a high-quality customer experience.
What We Created
CRM & Customer Journeys
Creative for automated and always-on customer communications.
Campaign Activation
Supporting seasonal campaigns and marketing initiatives across digital channels.
Customer Communications
Creative assets designed to inform, engage and support passengers throughout their journey.
Digital Content
Designing flexible creative assets for web, CRM and digital marketing.
From booking a ticket to arriving at the destination, every communication is an opportunity to build trust, reinforce the brand and improve the journey. When those moments work together, customers experience something greater than a service they experience a brand.