Webtrends Recommends Best Practices to Help Travel Sites Increase Bookings
- Consumers use an average of 6.5 sites and devices to research before booking travel
- 41 percent of travelers research travel using mobile devices (smartphone or tablet)
- 55 percent of travelers prefer to book using a desktop or laptop even if they research using mobile
- Travelers search multiple web sources when preparing to book trips, and the preference is overwhelmingly in favor of using desktops – 79 percent of travelers use online travel agencies/apps for research compared to 14 percent who use smartphones and 11 percent who use tablets.
- Frequent travelers (6+ trips/year), big spenders (spend $6000/annually on travel), early tech adopters and mobile travel shoppers use more touch points than the mean, indicating that these travelers do more research than average before booking.
- Consumers aged 25-34 represent the most mobile-heavy shoppers, making up 38 percent of the total users who book through mobile. As consumers age, the number of touch points used to book travel decreases, identifying a key opportunity for sites to capture market share within that age demographic.
- Top reasons travelers give for not booking via mobile devices are that they prefer to book via desktop/laptop (55 percent), the mobile screen is too small (31 percent), not ready to book when shopping on a mobile device (30 percent), and they are not comfortable booking via a mobile device (26 percent).
Travel booking sites have an opportunity to increase conversions and customer loyalty by providing a personalized, easy-to-use experience for customers who are using multiple devices. The following are five digital best practices suggested by Webtrends to help travel booking sites better understand their consumers and better focus their marketing spend:
- Discover what matters to each individual traveler. In order to deliver relevant and personalized experiences to visitors, travel sites must take a sophisticated approach to the digital booking process by knowing each visitor on an individual basis. This allows brands to create the most relevant user experiences. By leveraging visitor-level measurement and optimization tools, brands can personally assist each traveler with his or her search and avoid the risk of that visitor booking elsewhere.
- Understand travelers across their entire journey and on all devices. While you can't control how consumers interact with your site, you can learn from that interaction – and learn to read between the channels. It's not just about what a consumer did on a website or a mobile device, it's about the journey and interaction between devices. For example, research may be done on a smartphone, but the user may ultimately book using a tablet. By painting a cumulative picture of consumers that includes both action and intent, brands can understand cross-channel flows and make informed decisions on where to invest both effort and spend.
- Test everything across all channels. Whether it is flight/hotel booked or Average Order Value, metrics are essential to the travel industry. Constantly testing and measuring results allows brands to improve the booking experience and drive up KPIs – ensuring brands get the most yield for every dollar spent on marketing optimization programs. Evaluate your campaigns constantly and make adjustments regularly to see which messages result in the greatest return. Brands should continue to evolve the booking process because there isn't a one-time fix. Channels should evolve depending on season, visitor demographics, travel pricing and other criteria.
- Take immediate action. Every traveler has a purpose when visiting a site and historical data only tells part of that story. Real-time data is the clearest indicator of current intent, and using those in-the-moment insights to see what travelers are searching for and clicking on is the best way for brands to provide a relevant experience while the traveler is still engaged, regardless of channel or device. By reaching out to a visitor while that person is still thinking about the purchase, whether it's through a pop up ad, an email immediately after he's left the site or an offer for a lower fare, conversion becomes increasingly more likely.
- Leverage technology that plays well with others. . Booking sites must have the flexibility to change and adapt in order to improve experiences for travelers across digital channels. When selecting tools, make sure you are leveraging technologies that are compatible and open. Otherwise, you may be forced to make compromises in your strategy in order to conform to a closed system.
Michael Wilson, Senior Director of Product Strategy, Webtrends: "Booking sites are challenged to meet customer needs on every step of the journey – from the first interaction all the way to the final booking of the trip. Since travelers often do research on many sites while using multiple devices, it is imperative for travel sites to get the experience right the first time by connecting the dots between channels. This includes understanding how consumers use both mobile and desktop. By understanding consumers on a real time, visitor level, booking sites can determine immediate intent and offer the most personalized, relevant experience. That experience adds up to increased bookings, higher order values and, best of all, site loyalty."
Webtrends helps companies make sense of their customer data to drive digital marketing success. By combining innovative technology with our team of trusted and creative advisors, our solutions are designed to provide actionable insights, increase customer engagement and boost revenue.
We partner with companies at all levels of digital maturity and offer solutions in analytics, audience segmentation, streaming data delivery, remarketing, online testing and targeting, as well as search and social marketing. We work closely with approximately 2,000 global brands including Microsoft, KLM Royal Dutch Airlines, Kimberly-Clark, HSBC, Marks & Spencer, npower, BMW, Toyota, The Telegraph, Lastminute.com, Mindjet and many more.