| |
|
| | Post New Topic | | Forrester: Using Digital Channels To Calm The Angry Traveler | Views: 147 | | Aug 05, 2009 7:23 am | | Forrester: Using Digital Channels To Calm The Angry Traveler | # | 
Lalit Saraswat | | This seems interesting:
Using Digital Channels To Calm The Angry Traveler
By Henry H. Harteveldt
http://www.forrester.com/Research/Document/Excerpt/0,7211,47562,00.html
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 that they, and their business, are taken for granted. To reverse travelers' dissatisfaction and avoid having them abandon the Web in favor of other, more expensive offline channels, travel eBusiness professionals must rethink their approach to travel eBusiness. To reverse this trend and re-engage travelers, travel eBusiness professionals must recognize that travel eBusiness is comprised of four continuous phases — not isolated, unrelated processes — supported by the five pillars of merchandising, context, engagement, value, and customer appreciation.
Private Reply to Lalit Saraswat |  | |
| |
