Tealeaf ebooker report - 2011

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Tealeaf's 2011 ebooker report shows how Britain’s online consumers approach booking a holiday on the web

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Tealeaf ebooker report - 2011

  1. 1. The ebooker: The ebooker: Understanding how travel customers use the webAn examination of results from the2011 Tealeaf® ebooker report
  2. 2. 31% of UK adults say a holiday is the most important purchase they make all year
  3. 3. And these ebookers are using the web more than ever
  4. 4. and the devices ebookers useto go online is changing too…
  5. 5. 17% have researched a holiday ona mobile app or website…
  6. 6. … and savvy ebookers are now adopting a multi-device approach….
  7. 7. “Doing mobile, and doing it well, is no longer a‘nice-to-have’ offering. It’s now absolutelycritical… to grasp the realities of your mobilecustomer experience, as well as have the abilityto test and refine it on an ongoing basis” Vice president of Optimization at VEGAS.com
  8. 8. 63% research a holidayon a mobile device andthen use a desktop orlaptop to book
  9. 9. In the past 12 months, 36% usedtwo or more channels whenresearching a holiday
  10. 10. BUT! Customer loyalty is low.Just 11% book their holidaywith the same providereach time
  11. 11. And ebookers have skyhigh expectations
  12. 12. PPositive customerexperience is a priority for42% of ebookers
  13. 13. 46% say a negative experience on a mobile device would negatively impact their feelings towards the brand
  14. 14. And 25% share their negativeexperiences on social medianetworks
  15. 15. Give ebookers what they want!A positive multi-channel, multi-device customer experience
  16. 16. Image sources• http://www.flickr.com/photos/incendy/497273200/• http://www.flickr.com/photos/grandvelasrivieramaya/3179390917/• http://www.flickr.com/photos/hoanghaithinh/2786722626/lightbox/• http://www.flickr.com/photos/bogers/907016689/• http://www.flickr.com/photos/vasvalch/3856206222/• http://www.flickr.com/photos/jiscimages/435085047/• http://www.flickr.com/photos/rthakrar/5937572337/lightbox/• http://www.flickr.com/photos/petars/5901607981/lightbox/• http://www.flickr.com/photos/barretthall/5829340513/sizes/l/in/photostream/• http://www.flickr.com/photos/jannem/449271968/lightbox/• http://www.flickr.com/photos/26087974@N05/4244333014/sizes/l/in/photostream/• http://www.flickr.com/photos/26087974@N05/4244333014/lightbox/• http://www.flickr.com/photos/aziez/2171082927/lightbox/• http://www.flickr.com/photos/mistersnappy/3862748937/lightbox/• http://www.flickr.com/photos/arnybo/4559785705/sizes/l/in/photostream/• http://www.flickr.com/photos/umpcportal/3254937661/• http://www.flickr.com/photos/umpcportal/3449927452/• http://www.flickr.com/photos/dennis_vu/4046988986/sizes/z/in/photostream/• http://www.flickr.com/photos/hoanghaithinh/2786722626/

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