For Customer Experience Professionals (Length: 21 pages)
This is a Consumer Technographics document

September 4, 2007

European Travel Agencies' Cross-Channel Experience, 2007

We Apply Our Cross-Channel Review Methodology To Four Travel Agencies

This is the third document in the "Best And Worst Of European Experience Design, 2007" series.

by Zayera Khan

with Jaap Favier, Henry H. Harteveldt, Lizet Menke

Executive Summary (This is a document excerpt)

Leisure travel Bookers and Lookers use many providers and channels to research and buy. Forrester wanted to see if the leading online agencies — ebookers, Expedia, lastminute.com, and Opodo — meet the demands of the fickle consumer, using its Cross-Channel Review methodology. We found that the customer experiences they offer across channels have many flaws and very few best practices.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemLeisure Travelers Use Many Different Web Sites To Book

itemDo Europe's Online Travel Agencies Deliver?

itemAll Four Online Travel Agencies Offer A Poor Cross-Channel Experience

itemAlthough All Four Firms Show Similar Flaws, They Differ In Their Customer Approach

itemNot All Is Lost: The Travel Agencies Do Offer A Few Best Practices

recommendations

itemTravel Agencies Must Improve Their Cross-Channel Experience

itemSupplemental Material

Forrester evaluated the cross-channel experience of four European travel agencies.

Related Research Documents

itemEuropean Travelers: An Overview Of 2006

March 20, 2007

itemBest And Worst Of Cross-Channel Design, 2007

February 16, 2007

itemTaking European Online Travel To The Next Level

February 12, 2007

itemExperience-Based Differentiation

January 2, 2007

itemScenario Design: A Disciplined Approach To Customer Experience

July 19, 2004

Find Documents In Related Categories

This document falls under the following categories. Click on a link below to find similar documents.

Technology: Channel Design Strategies, Customer Experience, Design & Usability Processes
Industry: Consumer Travel, Travel, Travel Marketing
Geography: Europe
Archived Teleconference:
European Cross-Channel Design 2007
Original air date: Thursday, September 20, 2007
Also in this series:
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