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  • For Customer Experience Professionals

    Report

    Report Case Study: Disciplined Simplification Elevates The Brand In Virgin America's Site Redesign

    December 12, 2014 | Allegra Burnette

    Virgin America undertook a major website redesign with the goal of streamlining the process of booking plane tickets through mobile devices and transforming it into an appealing experience. To do...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building A Digital Travel Business

    Multichannel Strategies To Better Serve The Connected Traveler
    January 29, 2014 | Martin Gill

    The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way...

  • For B2C Marketing Professionals

    Report

    Report US Mobile Travel Bookers

    A Consumer Technographics® Overview
    October 3, 2013 | Molly Huie

    In a world of smartphones, tablets, the mobile Internet, and apps, there is a small but important group of US travelers who have used their connectedness to book leisure trips on a mobile device in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Research Online Travel Forecast, 2012 To 2017 (EU-7)

    ForecastView Spreadsheet
    August 13, 2012 | Michael O'Grady

    Total and online travel spending for unmanaged business and leisure travel. Travel spending is segmented by air, rail, hotel, and car hire. Includes regional and individual country data...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website Experience, 2011

    July 11, 2012 | Adele Budovsky

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

  • For B2C Marketing Professionals

    Report

    Report ForecastView — An Overview Of Our Global Forecasts

    June 12, 2012 | Vikram Sehgal

    Forrester's ForecastView service provides reliable insight into the online, mobile, and emerging technology markets. It offers a framework for understanding market drivers and inhibitors and helps...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark, 2011: Online Travel Agencies

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies
    December 5, 2011 | Patti Freeman Evans

    In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Optimizing Sales From Female Online Travel Bookers

    Female Online Travel Bookers Crave Deals, Visual Content, And Ways To Share Their Experiences
    July 28, 2011 | Henry H. Harteveldt

    In spite of online travel's maturity and massive acceptance, women and men differ in planning and booking trips online. And while men and women spend similar amounts on travel, men are more likely...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report US Online Leisure And Unmanaged Business Travel Forecast, 2011 To 2016

    July 25, 2011 | Henry H. Harteveldt

    Forrester's 2011 to 2016 forecast of US leisure and unmanaged business travel illustrates a mature market due to a plateau in Bookers and the high penetration of suppliers already generating a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Pleasing Online Travel's Technology Pessimists Can Lead To Greater eBusiness Success

    September 28, 2010 | Henry H. Harteveldt

    Forty-four million US online leisure travelers do not see a role for technology in their lives. These travel technology pessimists use technology, including the Web, because they have to, not...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Travel eBusiness Can Win Friends And Influence Travelers

    An In-Depth Look At Travel Social Fans, The Travelers Who Friend, Follow, Or Fan Travel Companies And Destinations On Social Media Sites
    September 3, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Travelers view social media as more than a way to stay in touch with people they know. Forrester data reveals that two in five US online leisure travelers have friended, followed, or become a fan...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Online LGBT Traveler: A Fabulous, Value-Focused Travel eBusiness Niche Market

    August 3, 2010 | Henry H. Harteveldt

    There are more than 7 million US online lesbian, gay, bisexual, and transgender (LGBT) leisure travelers. LGBT travelers spend more than $41 billion per year on their personal and leisure travel...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Travel eBusiness Can Engage Conversationalists, The New Social Media Group

    July 28, 2010 | Henry H. Harteveldt

    From 2008 to 2010, 26.3 million more US online leisure travelers began using social media. Members of the group that travel eBusiness professionals need to pay attention to for their social...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Alternative Payment Methods Landscape For Travel eBusiness

    The Payment Methods That Appeal Most And Least To Leisure Travel Bookers
    June 22, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Since 2007, US travelers' usage and interest in alternative payment methods (APMs) for online travel purchases has been slowly, but steadily, increasing. Fifteen percent of US online leisure travel...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Why Travel eBusiness Misses The Mark By Only Emphasizing Price

    Leisure Travelers Place As Much Emphasis On Value And Reliability As Price
    May 19, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Price, price, price. In today's Wal-Mart world, travel eBusiness professionals constantly say that price is the most important element that leisure travelers focus on. That perception illustrates...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Booking-Baffled Traveler

    The Problems US Online Leisure Travel Bookers Encounter When Booking Travel Online — And How Travelers Resolve These Booking Snafus
    April 23, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Stale planning and booking processes make it difficult for a critical mass of travelers to complete the simplest of tasks on travel sites. Nearly one in five US online leisure travel Bookers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Black-And-Blue World Of Online Business Travel

    April 22, 2010 | Henry H. Harteveldt

    Business travel has taken a terrible beating over the past two years. There are about 10% fewer online business travelers in the US now than in Q1 2008. The 45.7 million people who travel for...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Travel eBusiness Can Persuade More Travelers To Share Valuable Personal Information

    Travelers' Faltering Sense Of Security Inhibits Online Sales Success
    March 3, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Its 2010, the Web should be safe and secure for personal information, right? Wrong. Online privacy is constantly threatened with phishing and malware attacks, and US online leisure travelers are...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2010: A "Less Bad" Year For US Travel eBusiness

    Travel eBusiness Will Have To Work Hard To Engage Tentative Travel Spenders
    February 10, 2010 | Henry H. Harteveldt

    2010 will not be an easy year for travel sellers. Total US leisure and unmanaged travel sales in 2010 will be $2.3 billion below 2009 levels, although online travel sales are expected to increase...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Which Travelers Are Most And Least Optimistic About Their 2010 Financial Outlook?

    How Understanding These Travelers Spells Big Bucks For eBusiness
    February 10, 2010 | Henry H. Harteveldt, Elizabeth Stark

    The travel industry is coming out of 2009 like a war-battled soldier — exhausted and aching, but ready to take on another challenge. The good news is that 2010 looks to be a "less bad" year...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report US Online Leisure Travel Forecast, 2009 To 2014: The Plateau Is In Sight

    With Few New Bookers In Sight, Travel eBusiness Must Better Engage Current Travelers
    January 25, 2010 | Henry H. Harteveldt

    The 2009 to 2014 outlook for US online leisure and unmanaged business travel sales is, to put it kindly, mixed. The era of double-digit growth among US online leisure travel Bookers and sales is...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Airlines Need To Convince Passengers To Use Digital Channels To Buy Ancillary Products

    Airline Web Sites Beat Out Call Centers
    January 7, 2010 | Elizabeth Stark, Henry H. Harteveldt

    Travel fees such as those to change a ticket or reservation are old hat in the travel industry. But 2008 saw the emergence of new kinds of fees, including those for checked baggage, seat selection,...

  • For B2C Marketing Professionals

    Report

    Report Travel Firms' Initial European Mobile Strategies Should Focus On Convenient Services

    December 8, 2009 | Thomas Husson

    Travel is inherently mobile. Now that the promise of location-enhanced services is beginning to be fulfilled on mobile phones, travelers are starting to use their devices as personal travel...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Research Internet Travel Forecast, 11/09 (US)

    ForecastView Spreadsheet
    November 25, 2009 | Vikram Sehgal

    Online Travel Spending Forecast (US): Overall and online travel spending by managed business and unmanaged business plus leisure travel. Travel spending is segmented by air, hotel, car, cruise, and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Hotels Will Rely On The Web To Survive 2010

    November 3, 2009 | Henry H. Harteveldt

    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...