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The ebooker:

                  The ebooker:
  Understanding how travel customers use the web


An examination of results from the
2011 Tealeaf® ebooker report
31% of UK adults say a holiday is the most
  important purchase they make all year
And these ebookers are using the web
           more than ever
and the devices ebookers use
to go online is changing too…
Tealeaf ebooker report 2011
17% have researched a holiday on
a mobile app or website…
… and savvy ebookers are now
   adopting a multi-device
        approach….
“Doing mobile, and doing it well, is no longer a
‘nice-to-have’ offering. It’s now absolutely
critical… to grasp the realities of your mobile
customer experience, as well as have the ability
to test and refine it on an ongoing basis”

              Vice president of Optimization
                             at VEGAS.com
63% research a holiday
on a mobile device and
then use a desktop or
laptop to book
In the past 12 months, 36% used
two or more channels when
researching a holiday
BUT! Customer loyalty is low.

Just 11% book their holiday
with the same provider
each time
And ebookers have sky
high expectations
P

Positive customer
experience is a priority for
42% of ebookers
46% say a negative experience on a
  mobile device would negatively
 impact their feelings towards the
               brand
And 25% share their negative
experiences on social media
networks
Give ebookers what they want!
A positive multi-channel, multi-device
         customer experience
To download the full report
        click here
             .
Image sources
•   http://www.flickr.com/photos/incendy/497273200/
•   http://www.flickr.com/photos/grandvelasrivieramaya/3179390917/
•   http://www.flickr.com/photos/hoanghaithinh/2786722626/lightbox/
•   http://www.flickr.com/photos/bogers/907016689/
•   http://www.flickr.com/photos/vasvalch/3856206222/
•   http://www.flickr.com/photos/jiscimages/435085047/
•   http://www.flickr.com/photos/rthakrar/5937572337/lightbox/
•   http://www.flickr.com/photos/petars/5901607981/lightbox/
•   http://www.flickr.com/photos/barretthall/5829340513/sizes/l/in/photostream/
•   http://www.flickr.com/photos/jannem/449271968/lightbox/
•   http://www.flickr.com/photos/26087974@N05/4244333014/sizes/l/in/photostream/
•   http://www.flickr.com/photos/26087974@N05/4244333014/lightbox/
•   http://www.flickr.com/photos/aziez/2171082927/lightbox/
•   http://www.flickr.com/photos/mistersnappy/3862748937/lightbox/
•   http://www.flickr.com/photos/arnybo/4559785705/sizes/l/in/photostream/
•   http://www.flickr.com/photos/umpcportal/3254937661/
•   http://www.flickr.com/photos/umpcportal/3449927452/
•   http://www.flickr.com/photos/dennis_vu/4046988986/sizes/z/in/photostream/
•   http://www.flickr.com/photos/hoanghaithinh/2786722626/

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Tealeaf ebooker report 2011

  • 1. The ebooker: The ebooker: Understanding how travel customers use the web An examination of results from the 2011 Tealeaf® ebooker report
  • 2. 31% of UK adults say a holiday is the most important purchase they make all year
  • 3. And these ebookers are using the web more than ever
  • 4. and the devices ebookers use to go online is changing too…
  • 6. 17% have researched a holiday on a mobile app or website…
  • 7. … and savvy ebookers are now adopting a multi-device approach….
  • 8. “Doing mobile, and doing it well, is no longer a ‘nice-to-have’ offering. It’s now absolutely critical… to grasp the realities of your mobile customer experience, as well as have the ability to test and refine it on an ongoing basis” Vice president of Optimization at VEGAS.com
  • 9. 63% research a holiday on a mobile device and then use a desktop or laptop to book
  • 10. In the past 12 months, 36% used two or more channels when researching a holiday
  • 11. BUT! Customer loyalty is low. Just 11% book their holiday with the same provider each time
  • 12. And ebookers have sky high expectations
  • 13. P Positive customer experience is a priority for 42% of ebookers
  • 14. 46% say a negative experience on a mobile device would negatively impact their feelings towards the brand
  • 15. And 25% share their negative experiences on social media networks
  • 16. Give ebookers what they want! A positive multi-channel, multi-device customer experience
  • 17. To download the full report click here .
  • 18. Image sources • http://www.flickr.com/photos/incendy/497273200/ • http://www.flickr.com/photos/grandvelasrivieramaya/3179390917/ • http://www.flickr.com/photos/hoanghaithinh/2786722626/lightbox/ • http://www.flickr.com/photos/bogers/907016689/ • http://www.flickr.com/photos/vasvalch/3856206222/ • http://www.flickr.com/photos/jiscimages/435085047/ • http://www.flickr.com/photos/rthakrar/5937572337/lightbox/ • http://www.flickr.com/photos/petars/5901607981/lightbox/ • http://www.flickr.com/photos/barretthall/5829340513/sizes/l/in/photostream/ • http://www.flickr.com/photos/jannem/449271968/lightbox/ • http://www.flickr.com/photos/26087974@N05/4244333014/sizes/l/in/photostream/ • http://www.flickr.com/photos/26087974@N05/4244333014/lightbox/ • http://www.flickr.com/photos/aziez/2171082927/lightbox/ • http://www.flickr.com/photos/mistersnappy/3862748937/lightbox/ • http://www.flickr.com/photos/arnybo/4559785705/sizes/l/in/photostream/ • http://www.flickr.com/photos/umpcportal/3254937661/ • http://www.flickr.com/photos/umpcportal/3449927452/ • http://www.flickr.com/photos/dennis_vu/4046988986/sizes/z/in/photostream/ • http://www.flickr.com/photos/hoanghaithinh/2786722626/