Online Travel

Where does your imagination – or your business – take you? On a luxurious cruise, a family reunion in your old hometown, or on the redeye to call on your most important client? Whether you’re traveling by plane, train, or automobile, your first stop today is on the Internet. Benchmark takes you inside the world of online travel, from the tropical cruise lines to the hotly competitive online travel agency business. Where do you want to go today? Find out who’s doing the best job of getting travelers where they want to go, right here.

Industry Focus: Enjoy Your Stay: Customer Experience in The Online Lodging Market Insight from the latest Keynote Customer Experience panel for online travel agencies and lodging suppliers. Article

Interview: Booking a First-Class Customer Experience A conversation with Glenn Wallace, Vice President of Global Products for Expedia Worldwide. Article

By the Numbers: The Keynote Lodging Index The Keynote Lodging Index benchmarks homepage performance measured on high-speed links from the ten largest U.S. metro areas. Chart

Industry Focus: Online Car Rental: Where Performance is Picking up Thanks to renewed customer focus, savvy car rental brands are closing in on online travel agents. Abstract | Article

Interview: Putting Customers in the Driver’s Seat at Budget.com A conversation with John Peebles, Vice President, Online Marketing for Avis Budget Group. Abstract | Article By the Numbers: Online car rental turn-ons Find out what factors matter most for brand impact and conversion. Chart

Industry Focus: High Stakes on the High Seas: The Online Cruise Marketplace More and more Americans are opting for the all-inclusive vacation on the seas, whether it’s party-hearty Gen Xers, families with kids, or the traditional silver market. Abstract | Article

Interview: Setting Sail with Travelocity: Creating a Customer-Centric Cruise Experience A conversation with Travelocity’s principal for customer research, usability, and insight. Abstract | Article By the Numbers: Business Impact Drivers – Online Cruise Travel Find out which business drivers have an impact on conversion and brand. Chart

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ON YOUR MIND

“We look at a combination of consumer research and our call center feedback to understand the needs of our customers. It’s really about listening to the customer, taking the information to heart, translating it into our site design and content, and then going back and testing. ”

Joanne Kok, Principal for customer research, usability and insight, Travelocity