The ebooker:

The ebooker:

Understanding how travel customers use the web

An examination of results from the 2011 Tealeaf® ebooker report

31% of UK adults say a holiday is the most important purchase they make all year

And these ebookers are using the web more than ever

and the devices ebookers use to go online is changing too…

17% have researched a holiday on a mobile app or website…

… and savvy ebookers are now adopting a multi-device

approach….

“Doing mobile, and doing it well, is no longer a ‘nice-to-have’ offering. It’s now absolutely critical… to grasp the realities of your mobile customer experience, as well as have the ability to test and refine it on an ongoing basis”

Vice president of Optimization at VEGAS.com

63% research a holiday on a mobile device and then use a desktop or laptop to book

In the past 12 months, 36% used two or more channels when researching a holiday

BUT! Customer loyalty is low.

Just 11% book their holiday with the same provider each time

And ebookers have sky high expectations

P

Positive customer experience is a priority for 42% of ebookers

46% say a negative experience on a mobile device would negatively

impact their feelings towards the brand

And 25% share their negative experiences on social media networks

Give ebookers what they want! A positive multi-channel, multi-device

customer experience

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