Gaining and Keeping Online Customers Today - Nina Kleiner & Petar Rimac

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The document discusses gaining and keeping online customers. It outlines an agenda covering the online travel business today, the online travel planning process, and flywheel digital marketing. Flywheel digital marketing involves using cheaper digital channels like newsletters, social media, and banners across devices to develop a repeat customer base. The goal is connecting with online shoppers at different stages of the travel planning process.

Travel

Expedia Lodging Partner Services | 1
© 2012 Expedia, Inc. All rights reserved. Confidential and proprietary.
Gaining and Keeping
Online Customers Today!
Nina Kleiner, Area Manager, Expedia LPS
Petar Rimac, Associate Market Manager, Expedia LPS

Expedia Lodging Partner Services | 3
© 2012 Expedia, Inc. All rights reserved. Confidential and proprietary.
Online Travel Business Today

Expedia Lodging Partner Services | 4
© 2012 Expedia, Inc. All rights reserved. Confidential and proprietary.
Online Travel Planning Process

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 5
Flywheel digital Marketing
Device

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 6
Flywheel digital Marketing
Device

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 7
Develop a repeat customer base
through cheaper digital channels
Yes! Newsletters still work.
- Personalisation based on a huge data base
- Multiple devices
- Travel planing stage 1-2

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 8
Social Media - Can be a starter you need to connect with a online shopper - Challenge - showing results of positive purchasing behavior - Travel planning stage 1-2
Develop a repeat customer base
through cheaper digital channels

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 9
Banners
- Changing from „cost per impression“ to „cost per click“
- Targeted banners
- Travel planning stage 3
Develop a repeat customer base
through cheaper digital channels

© Expedia, Inc. All rights reserved. Confidential and proprietary.
Expedia Lodging Partner Services| 10
Flywheel digital Marketing
Device

Expedia Lodging Partner Services| 11
© Expedia, Inc. All rights reserved. Confidential and proprietary.

Expedia Lodging Partner Services | 12
© 2012 Expedia, Inc. All rights reserved. Confidential and proprietary.
Thank you!

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