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Expedia Australiaand New Zealand

Vital Stats

CASE STUDY

IntroductionExpedia Australia and New Zealand, which are part of the global Expedia group is a travel technology company. The group collectively has a global presence with over 200+ booking sites in 75 countries.

With ‘Put Yourself in the Shoes of our Customers and Partners’ as their guiding principle, Expedia ANZ set out to differentiate themselves by understanding what their customers love about their brand and create memorable experiences for them.Expedia ANZ partnered with Resonate in 2014 and went on a journey together to understand and enhance their customers experience.

Key OpportunitiesUnderstanding their post trip customer experience , what their customers love and key areas of focus for the business.

Improving the loyalty to nurture and get repeat customers.

Identifying the key satisfaction and dissatisfaction drivers among their various customer segments and product groups.

Maintaining the highest level of quality and service consistently across all their service lines, booking and travel types.

Over 136 storesacross Australia

Largest outdoorretailer int he country

Solution

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The program started with a survey setup for Expedia ANZ to align with the global metrics. The survey started with the brand advocacy questions and then went deep into various travel segments and drivers for each.

The program expanded to cover Wotif customer experiences across ANZ and compare/contrast with global results across various brands

Powerful text analytics and insights environ-ments provided the ability to slide and dice the data and create reports based on multiple vermatims and dimensions

As the program evolved, various A/B tests of shorter versions of surveys focusing more on the customer feedback verbatim were undertaken including a 2-min conversational A.I survey to provide a better experience while filling in survey

Reconciliatory reports and extracts were setup to ensure that the global teams were able to use the ANZ data and reconcile it with other geographies data

Resonate Echo – mobile app was launched with the aim of providing top execs, who don’t necessarily have a lot of time, a quick look at the key metrics, insights and access to feedback data at their fingertips

ResultsMetrics around advocacy along with top drivers impacting customer recommendation, like Hotel Standard, clarity of baggage policy etc. across booking types like Hotel, Flights and Packages, helped Expedia ANZ to focus on the right issues and over time be proactive in identifying and mitigating them.

Further deep dives on the data done using text analytics environments on top drivers like ‘Impact from frequent flyer policies on customer service’, ‘App usability and impact on experi-ence’ etc. provided business a pulse on new policies, services introduced and helped gather real time feedback on it.

Real-time dashboards enabled management, marketing and sales teams to analyze the feedback, understand performance and improvement areas across brands, booking types, customer segments and other critical segments for business and steer the action plans for each of those on a quarterly basis.

Rich sentiment analysis dashboards helped distill insights on the underlying root causes

Resonate has enabled us to truly understand our customers and their experience with the Brand. The implementation of their Pulse “flying cards” system combined with their advice has not only ensured customer experience is top of mind at Expedia but also enabled us to drill down and obtain actionable insights to improve the customer experience.- Justin Lee, Director of Customer Experience AU & NZ

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Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld

Resonate Solutions

w resonatesolutions.com.aue info@resonatesolutions.com.au

t +61 (02) 9957 9400

Through technology, our solutions help organisations to break down siloes and barriers in order to deliver exceptional customer experiences.

Resonate Solutions is experienced in end-to-end solutions management for customer experience and voice of customer programs.

Experienced in Customer Experience Management Programs

End-To-End Solutions Mangement

Experienced in rolling out and managing customer experience programs to leading global and local brands.

Continual Growth And Innovation

The customer advocacy landscape is always evolving, and we are too. Our team is constantly adding leading edge functionality, growing with you and enabling you to better understand your customers.

On-Going Support

Our experienced team will work with you throughout the life of the project to manage and support you.

Deep Customer Advocacy Experience

As Globally Accredited NPS consultants, we pride ourselves in delivering expert advice and sharing our experience with your business.

Australian Based

We partner with businesses to deliver innovative customer experience management both locally and internationally.

Fast And Agile

We will partner with you and work with you to deliver results fast, and in an agile manner.