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Online Consumer Behaviors, Patterns and Trends Research Panel: Claude Guay
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Online Consumer Behaviors, Patterns and Trends Research Panel: Claude Guay

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Understand every aspect of how internet, online, mobile and social media technologies and marketing strategies are affecting your consumer. Make sense of the latest international trends, ...

Understand every aspect of how internet, online, mobile and social media technologies and marketing strategies are affecting your consumer. Make sense of the latest international trends, psychographics, demographics, online customer satisfaction drivers and click stream traffic trends. This general session will include a riveting overview of research case studies and custom reports from the some of the most accomplished speakers in the industry.

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Online Consumer Behaviors, Patterns and Trends Research Panel: Claude Guay Online Consumer Behaviors, Patterns and Trends Research Panel: Claude Guay Presentation Transcript

  • Hospitality & Tourism Industry Analysis Q4 2009 Claude Guay President & CEO cguay@iperceptions.com cguay@iperceptions com
  • Who We Are A leading provider of web-focused Voice of Customer Analytics web focused • Helps brands tune in to the voice of the customer to understand and improve the online experience experience. • Solicits and analyzes user-generated feedback from site visitors. • Pinpoints the changes that will increase conversion and loyalty loyalty.
  • Some of our Clients
  • Hospitality & Tourism Industry Report 2009 Our Intelligence g This Study y • Over 8 Million respondents • Over 150,000 visitors • Over 4,500 websites • Post-experience feedback p • Across 30 industry verticals • Over 200 Hospitality & Tourism • Spanning over 70 countries sites • In more than 25 languages • Business vs. Leisure vs • Resulting in over 100 • Tiers Million Data Points
  • Hospitality & Tourism Industry Report 2009 Approach Key Findings
  • Approach Conversion Rate
  • How we listen Random sample are presented with layered invitation on arrival
  • How we listen After ‘Yes’ or ‘No’ – Home page appears
  • How we listen Second stage appears on departure
  • How we listen
  • Identify strengths & weaknesses Strengths: Relevancy, Trust, Ease of Use Weaknesses: Depth, Brand Image, Interactive Tools, Movement, Contacts
  • Hospitality & Tourism Industry Report 2009 Approach Key Findings
  • Profile of Visitors
  • Overall Satisfaction and Task Completion
  • Overall Satisfaction by Tier
  • Task Completion by Tier
  • Visitor Profiles - Purpose of Visit
  • Visitor Profiles - How Successful were they? - Task Completion highest among ‘Bookers’ - Yet, Yet 29% did not complete the reservation process
  • Task Completion Task Overall Engaged Visitors Completion Satisfaction 28% LEARN 60% 71 19% SHOP 54% 70 36% BOOK 71% 73 3% View/Cancel Reservation 70% 71 14% Other 71% 69
  • Financial Impact of Task Completion 36% of Visitors Came to Book Potential P t ti l = $8,640,000 $8 640 000 $6,134,400 $2,505,600 during the quarter
  • Emphasis on Price drove down Loyalty • GRAPHS
  • Emphasis on Price drove down Loyalty - Price conscious shoppers - More options available to visitors - Low Loyalty
  • Improve Navigation & Site Responsiveness • GRAPHS
  • Improve Navigation & Site Responsiveness
  • Improve Relevancy of Content for Business Travelers - Business travelers comprised the largest share of “Bookers”
  • Improve Relevancy of Content for Business Travelers - Business travelers less satisfactory experiences than Leisure - Biggest g p finding relevant information including contact info gg gap: g g
  • Room to grow Rewards/Loyalty Membership - Travelers are usually members of multiple reward programs - Differentiate product offerings at the program level - Promote loyalty program membership to drive conversion
  • Enhance SEO programs - Di Disconnect b t t between keywords and results k d d lt - Enhance SEO programs
  • Hospitality & Tourism Industry Report 2009 • Emphasis on Price drove down Loyalty So... 1. Improve Navigation & Site Responsiveness p g p 2. Improve Relevancy of Content for Business Travelers 3. Increase Focus on Loyalty and Membership Programs 4. Improve SEO Programs
  • Thank you iperceptions.com/hospitality