Leading online provider of hotel accommodations Optimizes customer experience with IBM Tealeaf CEM and OpinionLab VoC

• Analytics & Modeling - Real Time Analytics

• Sales & Marketing

• Data Science Services

The online provider of hotel accommodations was struggling to fully benefit from customer feedback as the information provided often lacked the detail required to identify and fix issues. The online travel industry is highly competitive and many sites provide similar inventories. This makes it difficult for companies to differentiate their offerings and achieve long-term success. The hotel accommodation provider was looking for a way to embed customer listening into critical business processes. However, many e-businesses are ill equipped to fully benefit from customer feedback, as they are often unable to act on the information. For example, customers might allude to a problem in the booking process but unless they provide specific details, the e-business is hard pressed to identify and fix the issue. This cycle of inactionable feedback perpetuates poor customer experiences, site abandonment and unrealized revenue opportunities.

The customer is a leading online provider of hotel accommodations with services spanning 60 countries around the globe. They offer travelers one of the widest selections of accommodation on the net, including both independent and major chain hotels as well as self-catering in over 145,000 properties worldwide. The company’s services include risk-free bookings, rewards programs and access to more than 1,000,000 guest reviews. To optimize their customers’ online experience, this online accommodation provider relies on a powerful combination of IBM Tealeaf Customer Experience Management (CEM) and OpinionLab Voice of Customer (VoC) feedback solutions. As a result, the company has significantly improved its customer conversion, satisfaction and retention.

The hotel accommodation provider turned to a powerful combination of OpinionLab VoC and IBM Tealeaf CEM solutions for a comprehensive optimization solution. By collecting page-specific VoC feedback, OpinionLab enables the hotel accommodation provider to pinpoint issues and notify key stakeholders in real-time, while IBM Tealeaf CEM solutions offer unprecedented visibility into customer behavior via a unique replay ability – a page-by-page, browser-level recording of the actual customer experience. With OpinionLab providing the initial indication of customer struggle and IBM Tealeaf CEM solutions affording the ability to fully understand that feedback and measure the business impact of site issues, the hotel accommodation provider can now quickly resolve nearly any source of failed online experiences. The solution components include IBM Tealeaf CX, IBM Tealeaf cxImpact, IBM Tealeaf cxView, and IBM Tealeaf cxConnect.

• Improved the business value of customer feedback by providing visibility into customer experience.
• Resolved major issues stemming from minor site upgrades, thereby improving customer conversion and retention.
• With nearly 50 percent of all customers using the new booking option, the feature implementation was a major success.

• Nearly 50 percent of all customers using the new booking option.
• Conversion rates and customer satisfaction improved after the problem was identified and fixed.