About Japan Experience
Japan Experience has been the leading European tour operator exclusively dedicated to Japan for over 40 years. The company brings together a hundred passionate experts across six countries, all driven by the same mission: to help travelers discover Japan in an authentic, simple, and human way.
With more than 300,000 travelers supported in 2023, the brand has established itself as the go-to reference for tailor-made trips, covering accommodation, transport, unique tours, and activities. Their ambition is to become the essential brand for all Japan lovers, with freedom, simplicity, and the human touch at the heart of their strategy.
The Challenges
Despite strong brand awareness and steady web traffic, Japan Experience faced several digital performance hurdles:
- Email revenue gap — emailing only accounted for 1–2% of total turnover, representing a significant margin for growth
- Anonymous visitor problem — difficulty identifying unknown visitors and understanding their on-site behavior made it hard to move away from mass, impersonal communication
- Multilingual complexity — managing a consistent marketing strategy across five different languages required unifying all communications on a single platform
- Tool fragmentation — the team was juggling several expensive tools without real efficiency or coherence
Why Positive User
To reach a new milestone and increase the global revenue generated by marketing automation, Japan Experience chose Positive User for:
- Tool centralization — replacing a multitude of expensive solutions with a single, agile platform
- Segmentation power — the ability to create dynamic audiences based on real-time behavior
- Economic efficiency — an optimal performance-to-price ratio to support international growth
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How Positive User Helps
Integrating Positive User has allowed Japan Experience to automate its personalization on a global scale:
- Automated multilingual marketing — the strategy was deployed simultaneously in five languages (French, English, German, Italian, and Spanish), addressing each traveler in their native language while maintaining consistent international communication
- Sales optimization for flagship products — automated abandoned cart recovery sequences and upsell pop-ups maximize revenue on strategic products such as the Japan Rail Pass and train tickets
- Audience capture and qualification — exit-intent pop-ups transform anonymous visitors into identified prospects, complemented by targeted reactivation campaigns for inactive users
- Individualized management — an advanced system of tags and dynamic lists gives each user tailored follow-up, enabling surgical precision in targeting throughout the entire customer journey
Goals & Achievements
Japan Experience now has a consolidated, structured, and fully optimized marketing foundation. Automated campaigns are more effective, driving higher engagement, loyalty, and conversion rates. Abandoned cart reminders and multi-channel interactions have significantly contributed to these results.
The company now relies on in-depth behavioral analysis to continuously fine-tune its marketing actions. The next step involves expanding its omnichannel strategy by integrating new triggers such as web push, SMS, and dynamic content — offering travelers an even more personalized and seamless experience.
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