For Customer Experience Professionals

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	September 4, 2007 European Travel Agencies' Cross-Channel Experience, 2007 We Apply Our Cross-Channel Review Methodology To Four Travel Agencies by Zayera Khan with Jaap Favier, Henry H. Harteveldt, Lizet Menke	Average: 9  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Leisure Travelers Use Many Different Web Sites To Book
• All Four Online Travel Agencies Offer A Poor Cross-Channel Experience

RECOMMENDATIONS

• Travel Agencies Must Improve Their Cross-Channel Experience
• Supplemental Material
• Related Research Documents

This is an excerpt

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