Brittany Ferries and GOSS - Sailing the digital sea to deliver £7m of online savings
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Sailing the digital sea to deliver £7m of online savings
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Brittany Ferries have moved from 5% of bookings online to 85% of bookings online and have saved over £7m in the process. This presentation covers the digital portfolio that GOSS have used to help Brittany Ferries become a highly successful online business including web, mobile, commerce, search and customer service. More info http://bit.ly/ZBO9V2
Transcript of Brittany Ferries and GOSS - Sailing the digital sea to deliver £7m of online savings
Sailing the digital sea todeliver £7m of online savings
ROBERT MCCARTHYCEO
Sailing the digital sea todeliver £7m of online savings
MATT RANDLEINTERNET SERVICES MANAGER
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THE SIMPLE BROCHURE SITE
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IMPROVE YOURWEB EXPERIENCE
EASY TO USE
WIDESPREAD USE
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EyjafjallajökullEyjafjallajökullEyjafjallajökullEyjafjallajökull is pronounced “ay0uh0fyat0luh0yoe0kuutl”
..or ‘Ash Cloud’ for short
MULITLINGUAL LAUNCH
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TOGETHER IN CODEFREE IN CONTENT
Enterprise iCM
THE WEB HASGONE MOBILE
Enterprise iCM
A CAUTIONARY TALE…
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CENTRALISED FUNCTIONSENABLED BY A
FLEXIBLE POWERFUL ARCHITECTURE
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INCREASE ONLINE SALES
Channel Shift CostsChannel Shift CostsChannel Shift CostsChannel Shift Costs
Source: Society of IT Managers 2013
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BRITTANY FERRIES SAVES£7 MILLION BY MOVING BOOKINGS ONLINE
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CONVERT MORE, SELL MORE
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LISTENING TO THE CUSTOMER
IMPROVING 1 PIXEL AT A TIME
Study itStakeholder workshopsFocus groups
Depth InterviewsTask analysisDemographics
Study itStakeholder workshopsFocus groups
Depth InterviewsTask analysisDemographics
Study itStakeholder workshopsFocus groups
Depth InterviewsTask analysisDemographics
Understand itScenarios of usePersona development
Affinity diagramsPaper PrototypingWireframe development
Understand itScenarios of usePersona development
Affinity diagramsPaper PrototypingWireframe development
Understand itScenarios of usePersona development
Affinity diagramsPaper PrototypingWireframe development
Review itUsage analysis
A/B multivariate testing
Goals and Funnels Satisfaction surveys
Review itUsage analysis
A/B multivariate testing
Goals and Funnels Satisfaction surveys
Review itUsage analysis
A/B multivariate testing
Goals and Funnels Satisfaction surveys
Implement itDesign guidelines
Heuristic evaluation
User testingAnalytics designBuild and Deploy
Implement itDesign guidelines
Heuristic evaluation
User testingAnalytics designBuild and Deploy
Implement itDesign guidelines
Heuristic evaluation
User testingAnalytics designBuild and Deploy
User Centred
Design
User Centred
Design
User Centred
Design
INSIGHT AT YOUR FINGERTIPS 44
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ALWAYS BE THERE TO HELP
INCREASE ORDERS AND CUSTOMER SATISFACTION
SUCCESS GROWS CONFIDENCE
CONFIDENCEMEANS
REPEAT BOOKINGS
CUSTOMER MANAGEMENT
DELIVERING THE RIGHT EXPERIENCE
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Always be there to help!
EASY, FLEXIBLEONLINE FORMS
USE METRICSAND
MANAGE CONTENT TO
REACT QUICKLY
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HOLIDAY PRODUCTS
THE EVOLUTION FROM A
BROCHURE MINDSET
Intgrated Content Marketing
Intgrated Content Marketing
Confidence comes with success
SEARCH THAT WORKS
POWERFUL SEARCH
BREAK THE BROCHURE MIND SET
CONTENT STRATEGY
DESTINATION MARKETING
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ENRICH THE PRODUCT
TO GUARANTEE THE SALE
Destination marketing
big value add
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Destination marketing
big value add
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Destination marketing
big value add
CONTENT INTEGRATION+
POWERFUL SEARCH=
CONTENT MARKETING
WHAT NEXT?
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VISIT STANDE7045
www.gossinteractive.com
THANK YOUANY QUESTIONS?
VISIT STANDE7045
www.gossinteractive.com
