For eBusiness & Channel Strategy Professionals

Travelers Are Cashing In On Loyalty Programs

How US Online Travelers Redeem Travel Loyalty Points And Rewards

by Henry H. Harteveldt, Elizabeth Stark, November 16, 2009

Travel loyalty programs may be old news, but that old news pays the bills and generates revenue in the billions of dollars every year for travel companies. Forrester data shows that half — 52% — of all US online travelers actively use travel loyalty programs, . . .

For eBusiness & Channel Strategy Professionals

Hotels Will Rely On The Web To Survive 2010

by Henry H. Harteveldt, November 3, 2009

The global financial crisis hit the hotel industry particularly hard in 2009. A survey of 27 hotel professionals shows an expectation that business will have to be "bought" with low pricing for the balance of 2009, but cautious optimism exists for room . . .

For eBusiness & Channel Strategy Professionals

The Online Travel Brands That Win With US Leisure Travelers

Expedia, Priceline, And Hotels.com Stand Out As Favorites

by Henry H. Harteveldt, Elizabeth Stark, October 21, 2009

Forrester data shows that 56% of US online leisure travelers research travel using online travel agencies (OTAs), 34% use discount travel sites like Hotwire, and 18% use metasearch sites like Kayak.com. When we asked leisure travelers what sets online . . .

For eBusiness & Channel Strategy Professionals

Poor Content Could Cost Travel eBusiness Money

Hotels Are Particularly Vulnerable Due To Inadequate Online Content

by Henry H. Harteveldt, Elizabeth Stark, September 8, 2009

Online travel content is in true need of a makeover. What written and visual content there is on travel sites — in particular, hotel supplier Web sites — is generic, poorly organized, and confusing. Travelers have had enough: Just half of US online leisure . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Leisure Travel In Asia Pacific  (500 KB PPT)

by Olesia Klevchuk, September 3, 2009

This highlight deck summarizes the key findings related to travel from Forrester’s Asia-Pacific Technographics Survey, Q2 2009. This is the third survey highlight in a series from the Asia-Pacific Technographics Survey, Q2 2009.

For eBusiness & Channel Strategy Professionals

How To Make Travel Customers Feel Valued Online

by Diane Clarkson, August 19, 2009

Making leisure travelers feel valued is more than a "warm and fuzzy" objective. There are significant business benefits to making leisure travelers feel valued — namely, these travelers are more likely to be loyal brand advocates. However, most travel . . .

For eBusiness & Channel Strategy Professionals

Air Passenger Interest In In-Flight Internet Access Grows

The Longer The Flight, The More Likely Passengers Will Pay To Go Online Aloft

by Henry H. Harteveldt, Elizabeth Stark, August 10, 2009

In 2005, Forrester identified that one-fifth of passengers were interested in accessing the Internet on any flight. In the fourth quarter of 2007, nearly as many passengers — 17% — expressed interest in accessing the Web on a 1-hour flight. By Q4 2008, . . .

For eBusiness & Channel Strategy Professionals

Using Digital Channels To Calm The Angry Traveler

by Henry H. Harteveldt, August 4, 2009

Travelers are fed up. There are 15% fewer travelers who enjoy using the Web in 2009 than there were in 2007. Just one in three US online travelers feels that travel Web sites do a good job presenting travel choices, down from 39% in 2008. Travelers feel . . .

For eBusiness & Channel Strategy Professionals

Travel eBusiness Must Champion Mobile Booking Benefits

by Diane Clarkson, July 22, 2009

One in three US online business travelers and nearly one in four US online leisure travelers own Web-enabled mobile phones. Roughly one-half of these travelers have used their mobile devices for travel-related mobile data services such as flight alerts . . .

For eBusiness & Channel Strategy Professionals

Undecided Travelers Offer A New Opportunity For Travel eBusiness

by Diane Clarkson, June 5, 2009

Planning a leisure trip online without a specific destination in mind can be tantamount to fitting a square peg into a round hole. The standard destination-based navigation offered by most travel Web sites does not meet the needs of the 20% of leisure . . .

For eBusiness & Channel Strategy Professionals

Why Web Site Customization Is Crucial For Travel eBusiness

by Henry H. Harteveldt, Elizabeth Stark, June 4, 2009

Web site customization — allowing site visitors to select displayed content and rearrange page layouts — is more than a decade old, but only a handful of travel Web sites offer it. One-third of US online leisure travelers use personalized portal or content . . .

For eBusiness & Channel Strategy Professionals

The Ancillary Products US Airline Passengers Want — And The eBusiness Challenges Airlines Face

by Henry H. Harteveldt, May 22, 2009

With everything but the oxygen mask sold on an à la carte basis, North American airlines have become stores with wings. Forrester data shows unexpected interest in different ancillary products. For example, 47% of US online business passengers would pay . . .

For eBusiness & Channel Strategy Professionals

Who's Traveling Internationally In This Economy?

The Demographics, Travel Behavior, And Economic Views Of US Long-Haul International Leisure Travelers — And How To Use eBusiness To Succeed

by Henry H. Harteveldt, Elizabeth Stark, May 20, 2009

Despite the current tumultuous US economy, more than 24 million US online leisure travelers traveled internationally in 2008. These travelers are relatively young, quality-focused, and highly engaged with technology and travel when compared with travelers . . .

For eBusiness & Channel Strategy Professionals

Four Tactics To Use Your Web Site To Succeed In Today's Price-Driven Travel Buying Process

by Diane Clarkson, April 23, 2009

The typical buying process begins with intention and moves through information search, evaluation, purchase decision, and purchase. The current economy is wedging obstacles into this buying path, fundamentally changing what and when travelers buy. Forty-seven . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Travel Online Survey, Q1 2009  (401 KB PPT)

by Ina Mitskaviets, April 9, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Travel Online Survey, Q1 2009.

For Consumer Market Research Professionals

Technographics® Insight: Analysis Of Consumer Reactions To The Current Economic Situation  (242 KB PPT)

by Ina Mitskaviets, March 31, 2009

Analysis of Economic Impact on Consumer Online Behavior

For eBusiness & Channel Strategy Professionals

US Leisure Travel Sale Seekers Are On The Rise

Travelers Seeking Deals And Discounts Online Have Increased 55% Since Q4 2007

by Henry H. Harteveldt, Elizabeth Stark, March 30, 2009

The effects of the US recession are painfully visible in the increase in leisure travelers looking for travel deals and discounts online. Sale Seekers — US online leisure travelers who use sales and specials sites like TravelZoo to research leisure travel . . .

For Consumer Market Research Professionals

Technographics® Insight: In Asia Pacific, Australia Leads For Online Travel Research And Bookings  (248 KB PPT)

by Dia Ganguly, March 20, 2009

This Technographics Insight takes a look at the uptake of the Internet for travel research and bookings in the Asia-Pacifc market.

For eBusiness & Channel Strategy Professionals

Swedish Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach SEK55 Billion By 2014

by Victoria Bracewell Lewis, March 20, 2009

The Swedish eCommerce market has grown very rapidly, fueled by surging broadband usage, a more technologically aware population, improvements in the eCommerce infrastructure, and ever-increasing online retail consumer spending. Sweden's online shopping . . .

For eBusiness & Channel Strategy Professionals

Dutch Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach More Than €8 Billion In The Netherlands By 2014

by Lauriane Camus, Victoria Bracewell Lewis, March 19, 2009

Online shopping in the Netherlands is mature and mainstream, with more than half of adults regularly buying online. Books are the most popular category that Dutch Net users buy online, followed by leisure travel, event tickets, and clothing. Despite the . . .

For eBusiness & Channel Strategy Professionals

Western European Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach €203 Billion By 2014

by Victoria Bracewell Lewis, March 16, 2009

Online retail and travel in Western Europe will reach €129 billion in 2009 and is projected to grow to €203 billion by 2014. The European eCommerce market, which includes the EU-17 — Austria, Belgium, Switzerland, Germany, Denmark, Spain, Finland, France, . . .

For eBusiness & Channel Strategy Professionals

Spanish Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach €17 Billion By 2014

by Lauriane Camus, Victoria Bracewell Lewis, March 6, 2009

eCommerce in Spain lags well behind other Western European countries. Today, a mere 17% of adults regularly shop online — that is only around 8 million people. Spanish Net users are still hesitant to shop online, and few Spanish retailers and travel operators . . .

For eBusiness & Channel Strategy Professionals

This Ugly Recession: Higher-Income US Online Travelers And Their Planned Travel Cutbacks

The Top 30% Of US Online Travelers Account For 45% Of Leisure Travel Spending

by Henry H. Harteveldt, March 5, 2009

Higher-income US online travelers — i.e., people who report household incomes of $100,000 or more per year — represent nearly 30% of all travelers but 45% of total US estimated leisure travel spending. Normally, this group is less affected by economic . . .

For eBusiness & Channel Strategy Professionals

UK Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach £56 Billion By 2014

by Victoria Bracewell Lewis, Lauriane Camus, March 2, 2009

With more than one in two UK consumers shopping online today — that is about 28 million consumers — online shopping and travel booking are mainstream. UK online shoppers outspend their European and even their American counterparts. Despite the current . . .

For eBusiness & Channel Strategy Professionals

French Online Retail And Travel Forecast, 2008 To 2014

We Expect Consumer eCommerce To Reach Nearly €28 Billion By 2014

by Lauriane Camus, Victoria Bracewell Lewis, March 2, 2009

French online shoppers — or cyberconsommateurs — are now surging to the Internet. Their number has roughly quintupled since 2002, with 35% of French adults projected to buy products online in 2009. Clothing is the most popular retail category that French . . .