Heathrow Express

Heathrow Express (HEX) operate a rail service that operates a direct (non-stop) service between Paddington and Heathrow Airport. Chaos has worked with Heathrow Express since late 2012/early 2013. The company is a sister company to Heathrow but to be treated as separate companies with separate budgets, teams and branding.


eCRM design and ongoing management

Chaos has worked with HEX on a retainer basis which has covered meetings, reporting, campaign management and bi-annual overview meetings.

In 2014, Chaos started developing a customer journey for HEX. Chaos worked with Acxiom to develop the plan for who receives what and when, based from what is known from their database. A content strategy was developed along with refreshing the email templates.

Chaos is currently working on a new customer journey, which is building on the existing one and will be refreshing the templates once the journey has been completed.

Alongside the eCRM strategy, we have been designing, developing and creating content for many HEX solus campaigns and service emails. We have been working with the HEX team to develop recommendations and strategies to keep furthering deeper engagement.