The Expedia Experience
While brands are re-aligning their customer engagement strategies to keep up with the changing needs of the digital customer, there are a number of hurdles facing organisations when it comes to improving customer engagement in a constantly changing digital environment.
According to Justin Lee, Head of Customer Experience at Expedia in Australia and NZ, one common challenge facing brands today is acquiring actionable customer experience data across your key touch points that the business believes in and can use to drive tangible change.
“No matter what business, the challenge is around the economics behind customer experience and taking it from a Net Promoter (NPS) or Customer Satisfaction (CSAT) score to evaluating the data and understanding the dollar impact an incremental shift of these metrics has on the bottom line of the business,” he said.
Lee believes this challenge is an industry-wide issue. In order to move forward, brands need to not only educate their business around customer centric metrics, but also link those metrics back to the commercial and economics of the business to drive change.
“It’s very easy to measure customer satisfaction scores and have metrics around those scores, but what is crucial is the ability to tie it back to the commercial side of the business to be able to effectively drive change,” Lee said.
The Expedia Experience
As an online business, engaging customers in the right way is integral to Expedia’s success.
Like most brands, Expedia strives to provide a seamless experience so customers return and have an affiliation to the brand. But a growing part of their strategy is also to concentrate on ‘customer lifetime value.’
This notion focuses on going beyond what an individual transaction is worth and looks at the overall value to the business of that customer relationship.
“We’ve been talking a lot about repeat business and the importance of building brand advocacy. The term ‘repeat’ is a good indicator of loyalty but with no lock in contracts in terms of where you purchase travel it is very black and white.
Repeat fails to take into account the fact that a customer may repeat more or less over the lifetime of the relationship. Customer lifetime value provides a richer insight on the overall net worth of the relationship with that customer,” said Lee.
To read more about Expedia’s approach to customer engagement download the full article The Expedia Experience here
Join Justin Lee at the Customer Conference at MAD Week 2014, where he will explore the strategies needed to measure customer experience alongside a panel with Steph Tully Qantas Loyalty and Rob Glennon, Vodafone Australia.
To register for the Customer Conference click here
For more information for events and networking forums taking place at MAD Week Download the official event brochure or visit http://www.madweek.com.au
Latest News
Optus Offers Victorians Free Access To Optus Sport
Locked down Victorians who don’t currently have an Optus Sport subscription will have complimentary access to Optus Sport from this weekend to enjoy the UEFA Champions League tournament plus access to premium health and fitness content through the Optus Sport app. UEFA Champions League – the world’s premier continental football tournament – kicks off at […]
Torrens University Australia Launches ‘Career Crush’ Via VCCP Sydney & Lash
Torrens University Australia has launched ‘Career Crush’ via VCCP Sydney and Lash, to help match students with a career they’ll love. Career Crush is an online quiz that determines prospective students’ personal strengths, passions and aspirations to match them with the careers and courses they’re most compatible with. One of the toughest decisions young people […]
Is Imitating An Accent Racist? 23% Of Aussies Think So
Study reveals it's no longer acceptable to call a colleague a "flamin' galah" or announce that "a dingo's got my baby".
Audi Unveils Latest Campaign ‘Raised By Racecars’ Via The Monkeys
Who doesn't love new work from The Monkeys? Unless, of course, you're a rival agency who just lost the account, that is.
Gaming Mums? The Key Demographic That Advertisers Are Missing
Study finds mums are turning to gaming. Apparently, not drinking 24 Red Bulls & living off Uber Eats while doing it.
Gen Z Men Say Feminism’s Gone Too Far & Makes It Harder For Men To Succeed
New study reveals Gen Z men now the fourth straight consecutive generation in a row to get the willies from feminism.
Study Finds Both Conservative & Feminist Women React “Positively” To Sexualised Advertising
This study's quite academic, so B&T has had to edit out the bits where we had no idea what the boffins were on about.
JCDecaux Brings Real Red Nose Day Heroes To life To Help Raise Funds For SIDs
We're big red nose supporters here in the B&T office. Admittedly, it's more a gin thing than a child charity one.
Pedestrian Partners With With NZ’s Mi9 To Expand Commercial Offering
Pedestrian Group has partnered with Nine subsidiary Mi9 New Zealand to offer NZ brands the opportunity to partner with the likes of Business Insider Australia, Pedestrian.tv and Gizmodo Australia. Next month, Mi9 New Zealand will be representing Pedestrian Group in the NZ market, offering clients the opportunity to work with leading youth publications including Lifehacker […]
triple J Hack’s Avani Dias To Work On Collaborative Four Corners Investigation
triple J's Avani Dias to work on a Four Corners investigation which will no doubt be depressing judging by Four Corners.
ACCC Admits It Doesn’t Penalise Influencers For Breaking Sponsored Content Rule
ACCC set to keep a keener eye on influencers, as Rod Sims reveals pearly whites thanks to Kendall Jenner whitening pen.
“An Inflection Point”: News Corp CEO On What The ACCC’s News Payment Code Means For Journalism
No one hates the tech giants quite like News Corp. So, expect plenty of the usual barbs, swipes, sprays & vitriol here.
Seven Announces Spotlight Investigations Team Covering Breaking News & Deep Dives
Seven unveils new 'Spotlight Investigations' team that B&T hopes will use a proton pack & Neutrino Wand to bust ghosts.
News Corp Earnings Slump 20%, As CV-19 And Local Assets Drag The Business Into The Red
Rupert sends threatening internal staff memo that he'll "release the monkeys", as News' numbers bleed red.
Thursday TV Wrap: Nine & Seven Thursday Night Footy Clash Sees AFL Come Out On Top
TV served-up the veritable footy feast last night. Or, if that didn't tickle your fancy, there were trains over at SBS.
Run, Don’t Walk! B&T Awards Entries Closing In Exactly One Week!
Hear that clock ticking? That's your one week warning for B&T Award entries. It'll be the steel drums next, we warn you.
VCNI To Launch SVOD Service Featuring ViacomCBS Content, Replaces 10 All Access
ViacomCBS Networks International (VCNI), a division of ViacomCBS, is launching a premium streaming service internationally, appealing to audiences of all ages. The new SVOD service will start its international roll-out early in 2021, offering exclusive premieres of all new SHOWTIME series, including Halo and American Rust. CBS All Access originals will also premiere exclusively on the new service, such […]
PubMatic Grows Team To 500, Set To Make Another 80 Hires In 2020
Much like the peacock's exotic plumage, this PubMatic news has its share of showing-off. Not that it's mating season.
“Buy A Hammer & F@ck Off!” ‘Chopper’ Read Reveals His Own “Karen From Bunnings” Ad
Let B&T end the week as we started it, with ANOTHER "Karen from Bunnings" story. Or, how we ended the week previous.
Optus ‘Yes’ Brand Mark Taken Into New Territory By FutureDeluxe
As part of a larger project to refine their brand with partner branding agency Re, Optus have engaged experimental creative studio FutureDeluxe to explore how the iconic ‘Yes’ brand mark behaves in a sophisticated 3D environment. FutureDeluxe have produced a series of 8x idents and a number of static key visuals which will be used […]
“Clean ‘Em Out!” Political Candidate Threatens Rivals With A Colonoscopy In Oddball Ad For US Elections
With the US presidential elections a mere three months away, B&T's just going to sit back & watch the lunacy flood in.
Nike & Wieden+Kennedy Unveil First Work For Liverpool FC
Liverpool has given us many great things, including The Beatles, head butts & football hooliganism. Now comes this ad.
Women In Print Starts New Chapter & Finds New Home
For some reason B&T's illustrated this Women In Print story with a computer screen. Yes, an investigation is underway.
Emotive Partners With YouTube And The United Nations
Creative agency, Emotive, and Good Oil Films, is partnering with YouTube and the United Nations to raise awareness around the importance of quality education, which forms part of the UN’s Global Goals for sustainable development.
HWBK Retains Seven Miles & Secures Campaign Work With Marine Stewardship Council
As this photo proves, gone are the days when it was shorties to the front, tallies to the back & polkadots were a no-no.
Grill’d Launches 100% Natural Campaign
Hungry Jacks may claim its "burgers are better", but Grill'd can most certainly claim its are four times more expensive.
LinkedIn Perfectly Captures The Realities Of WFH In New Spot
Sadly, new campaign doesn't answer why people look far more attractive in their LinkedIn photo than in real life.
Zuckerberg: Regulating Targeted Ads Will Hurt Small Businesses
Zuckerberg slams regulators and issues terse warning to whomever's using his squeezable mayonnaise in the staff fridge.
Televised Church Service Catches The Full Fury Of The Beirut Explosion
Arguably, church is one place you'd want to be during a massive explosion. But as this proves, a bank vault's better.
Trump Interviews Trump In A Hilarious Mashup Of His Car-Crash TV Interview With Aussie Journo
It's not often you hear "leader of free world" & "comedic genius" in the same sentence, such is the Trump presidency.
