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Hotels and the Millennial Traveler

All travelers have their own routines, habits, and must-haves, especially when they are booking accommodations. Millennials, the oft coveted market of people born in the late 80s and after, are a species of their own when it comes to booking hotels. To attract Millennials, some hotels have created walls covered in screens that display pictures

By |March 27th, 2017|Ancillaries, Blog|Comments Off on Hotels and the Millennial Traveler

Website Usability: More Than Meets The Eye

Often the first public-facing activity of a business is to launch a website announcing: Here we are! Buy our products or services! Learn about our company!

We all know having a website is very important for a business, but we may not understand what an effective website looks like. Sure, we may like the website ourselves but the

By |March 20th, 2017|Blog, Site Design|Comments Off on Website Usability: More Than Meets The Eye

User Experience and the Checkout

The old saying goes, “If you give a mouse a cookie, he’ll want a glass of milk.” The same thought process applies to customers when they are finishing an online purchase. Whether they’re buying plane tickets, renting a car, or booking a hotel – there are more than likely other add-ons available to help improve

By |March 13th, 2017|Blog, UI/UX|Comments Off on User Experience and the Checkout

The Future of Customer Experience Management

A recent report from Econsultancy CEO Ashley Friedlein about trends in Digital Marketing for 2014 begins with the results of a recent survey. Conducted by Econsultancy and Adobe, they asked companies to indicate the single most exciting opportunity for their organization in 2014.

The number one answer was Customer Experience.

 

Friedlein predicts that ‘customer experience management’ (CEM)

By |March 6th, 2017|Blog, Marketplace|Comments Off on The Future of Customer Experience Management

How Travel Providers are Losing Out on Repeat Business

You may be missing out on additional opportunities to sell without even knowing it.

NCR’s recent whitepaper, “A Retail Revolution in Travel,” reveals that while travel providers understand the growing need to better serve their customers, they’re not always following through to help these individuals see additional offers. Only a third of the travelers surveyed have

By |February 20th, 2017|Blog, Loyalty|Comments Off on How Travel Providers are Losing Out on Repeat Business

The Right Product = Better Customer Experience

Creating a better customer experience can seem awfully complicated. And maybe it is.

 

Source: http://en.community.dell.com/
After all, today’s customers interact with brands everywhere from Facebook to print ads to telephone calls.  But getting customers the right product at the right price is still an awfully effective piece of the strategy for keeping customers happy. And in an online environment, accomplishing that

By |February 6th, 2017|Blog, Personalization & Segmentation, Uncategorized|Comments Off on The Right Product = Better Customer Experience

Getting the Right Ratio for Your Marketing Spend

A report by Econsultancy highlights a significant issue for digital marketers: most companies operate at a 92:1 ratio. In other words, for every $92 businesses spend driving traffic to their websites, they only spend $1 converting it. Through anecdotal evidence from speaking daily with companies around the world about their digital marketing efforts, I can

By |January 31st, 2017|Blog, Marketing|Comments Off on Getting the Right Ratio for Your Marketing Spend

Finding Budget for Improved Mobile Optimization

Earlier this year Shop.org and Forrester Research produced their annual report of e-commerce benchmarks based on a survey of retailers that sell online. The report noted that 29 percent of retailers believe that mobile traffic and sales negatively impact their overall conversion rates. As visits from smartphones and tablets increase, retailers are looking to improved

By |January 24th, 2017|Blog, Mobile|Comments Off on Finding Budget for Improved Mobile Optimization

Core Product Revenue vs. Ancillary Revenue

We’ve been talking a lot about ancillary revenue in previous posts. What is the difference between ancillary revenue and core product revenue? Here’s a quick overview.

Core product margin is the operating profit percentage on the product most associated with the retailer. In the case of an airline, this would be the margin on a plane

By |January 17th, 2017|Blog, Optimization and Testing|Comments Off on Core Product Revenue vs. Ancillary Revenue

The Three E’s – Enable, Enhance, Ensure

In my last post on 8/8/13 I pointed out that Amazon doesn’t optimize for percentage margin. That’s significant because it allows Amazon to lower prices as far as they want. But if we examine the bottom line of digital retailers, they appear to be healthy. How is it possible to remain profitable in a market

By |January 10th, 2017|Blog, Business Model|Comments Off on The Three E’s – Enable, Enhance, Ensure
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