Thursday, November 15, 2007

PhoCusWright - Expedia CEO

Dara began with a nod to the new media based deal with IHG. He said Expedia's focus is to change the traditional impersonal relationship with consumers to be more individualized. Three areas of focus: (1) email (2) Segmentation (3) Search experience - lodging search experience to the next level.
(1) Email - described Amazon's email follow-up after search. Booking window, length of stay, impacting next visit at Expedia. Email as upsell opportunity. Purchase behavior impacts the type of email message generated. Occasion or event triggers for emails are more effect - 20X as effective. Air search with permission send email - 30X conversion rates
(2) Segmentation - demographic mailings. Unique content based on segmentation - Expedia Elite Group - premium service levels - no cancellation or change fees and other services
(3) Personalization - Optimization of lodging sort. Previously anyone would get the same sort. Built an algorithm sorting hotels with goal sending hotel partners more likely to convert and enjoy that hotel. Personalized predictions based on conversion - 30 attributes - kids, which site, length of stay, adding factors for partners inventory levels. Customer reviews

Summary - Long Tail - world is flat. One to one relationship with every traveler.

My comments - All this is not new, but does show a new level of maturity for Expedia in order to better target customer segments verses a vanilla approach traditionally followed by Expedia.

14 comments:

Anonymous said...

Your blog is great. Traveling has become an integral part of my life. I have traveled to more than 20 countries of the world and every time it was new experience. New in terms of culture, nature, people as well as a travel agency. Out of 20 agencies that I have already worked with only 4-6 were great, others- a real rip off. I have also dealt with Expedia.com, one of the most popular travel websites. I learned about it from www.pissedconsumer.com. I will not say a word about the agency go to www.pissedconsumer.com and read what customers say.

Anonymous said...

I'm in the midst of customer service hell with Expedia, and I must say I'm very disappointed. Am not certain I'll ever use Expedia again. I booked a trip to Hawaii with my young daughter. No problem on booking the flight and rental car -- but major obstcles in having your activities "experts" follow up and do what they say they're going to do. I'm now on my 6th -- and counting -- phone call and email trying to get information about a voucher needed to go horseback riding in Hawaii. It shouldn't be this ridiculously cumbersome. I encourage people to think twice, or three times, before ever using Expedia for booking activities.

Anonymous said...

Hi. You have created an interesting and informative blog. I have heard and read about Expedia a lot. It is a great travel experience. You can easily plan your vacation sitting at home or at the office. You can never be sure 100% that everything will go right. I browsed this great site www.pissedconsumer.com and found the customers’ feedbacks on the company. Interested?

Anonymous said...

酒店經紀酒店打工 酒店工作酒店上班酒店兼差酒店兼職打工兼差打工兼職台北酒店 酒店應徵 禮服酒店 酒店經紀 打工 兼差

Anonymous said...

winter hostelry deals
[url=http://vimeo.com/user4498961]cheapest hotel prices
[/url]orange county enclosure
hotel deals northern ireland
even tatty
[url=http://www.earthday.org/users/48490]cheap hotels near disney
[/url]cheap air
cheap engage
tinpot new zealand pub booking
[url=http://www.fairview.org/cty/members/klemot/default.aspx]ambassadeur hotel
[/url]alberghi
settlement embed itself
container tax acclaim
[url=http://www.youthcabinet.org/profile/Josh]find best hotel prices
[/url]japan airlines terseness rank
shoddy london guest houses
inferior london hotels
[url=http://www.beautyresearch.com/blogs/alexa/archive/2010/08/15/hotels-and-accomodations.aspx]stay hotel
[/url]dismiss hotels
hotels online booking
rent housing
[url=http://www.mazdacommunity.com/profiles/blogs/special-hotel-offers-or]cheap nyc hotels
[/url]modern container tabulation
bed accomodation
cheap flights to spain

My Blog said...

One to one relationship with every traveler.

Anonymous said...

They called Diana and Elvis. [url=http://www.christianlouboutinofficial.co.uk]christian louboutin outlet online[/url] crcsdnr [url=http://www.louboutinoutletstore.co.uk]louboutin outlet[/url] 50082919
[url=http://www.crystalsaleuk.co.uk]Swarovski [/url] tbfjvpm [url=http://www.jewelrytiffanyuk.co.uk]tiffany uk[/url] [url=http://www.mulberryshopping.co.uk]mulberry bag sale uk[/url]

Anonymous said...

Rapid Cycling and Mixed Bipolar Disorder are the extremes of Bipolar Disorder. [url=http://www.christianlouboutinofficial.co.uk]christian louboutin uk[/url] mkcpnyc [url=http://www.louboutinoutletstore.co.uk]christian louboutin outlet online[/url] 55006030
[url=http://www.crystalsaleuk.co.uk]swarovski crystal[/url] zppodgj [url=http://www.jewelrytiffanyuk.co.uk]tiffany bracelet[/url] [url=http://www.mulberryshopping.co.uk]mulberry factory shop[/url]

Anonymous said...

In some cases the letters may be interchanged as has been seen with examples for names starting with "P" and "B" or "D" and "T" or "W" and "O." It should also be noted that most of our Abenaki words are descriptive of the animal. [url=http://www.christianlouboutinofficial.co.uk]christian louboutin uk[/url] hgynelg [url=http://www.louboutinoutletstore.co.uk]louboutin outlet[/url] 06416942
[url=http://www.crystalsaleuk.co.uk]Swarovski uk[/url] luurbci [url=http://www.jewelrytiffanyuk.co.uk]tiffany[/url] [url=http://www.mulberryshopping.co.uk]mulberry satchel[/url]

Unknown said...

HP Compaq NC6000 Adapters
Dell inspiron 640M battery S
Dell Inspiron 1520 charger s
Pavilion DV2000 battery
Aspire 3680 Battery
vostro 1500 Battery
Dell xps m1210 Battery
inspiron 9400 Battery
inspiron m1530 Battery
vostro 1510 Battery s
SONY VGP-BPS9/B Laptop Battery
SONY VGP-BPS9 Laptop Battery
Apple MacBook A1185 Batterys
Compaq Presario CQ70 Battery
HP EliteBook 8730W laptop battery
HP Pavilion DV9000 Battery

Anonymous said...

aI1M8u http://www.bootsitaliashop.info yA3J1r [url=http://www.bootsitaliashop.info]stivali ugg[/url] uB6P0b ugg rO9Y4e
bK6R5x http://stivalisale.webs.com sJ9X3t [url=http://stivalisale.webs.com]ugg stivali[/url] hJ1Q9f stivali ugg cR0V9r
gF6G8f http://fashionbootscheap.webs.com zF6B1v [url=http://fashionbootscheap.webs.com]ugg usa[/url] dX1W1j uggs on sale cheap gV7C2f
aX7E1w http://www.bootsoutletshopus.info mI0V1m [url=http://www.bootsoutletshopus.info]ugg boots outlet[/url] xE5D8h ugg factory outlet pU4X9h
pQ1J8q http://www.bootsshopinde.info oS4B4y [url=http://www.bootsshopinde.info]ugg deutschland[/url] eC2A1n ugg boots günstig rO1D3b
hF4J2m http://cheapbootssuk.webs.com/ aH7H0w [url=http://cheapbootssuk.webs.com/]real ugg boots[/url] kJ5D9x pink ugg boots oO3Z5p

Anonymous said...

Great blog right here! Also your website rather a lot up very
fast! What web host are you using? Can I get your
affiliate hyperlink to your host? I desire my
website loaded up as quickly as yours lol

my website: hermes replica

Agen Bola said...

I am truly inspired by this online journal! Extremely clear clarification of issues is given and it is open to every living soul. I have perused your post, truly you have given this extraordinary informative data about it.

yanmaneee said...

kd 11 shoes
nike vapormax
nike air max
air max 270
off white
curry 4
balenciaga
hermes handbags
supreme new york
fila shoes