Getting personal tailoring the travel customer's experience
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Transcript of Getting personal tailoring the travel customer's experience
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1www.travelzoo.co.uk
Getting Personal - Tailoring the Travel Customer's Experience to Maximise Sales improve the user experience
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2www.travelzoo.co.uk
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3www.travelzoo.co.uk
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4www.travelzoo.co.uk
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5www.travelzoo.co.uk
BENEFITS - REGIONALISED TOP 20
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6www.travelzoo.co.uk
RIVER CRUISE SALE ALERT
Generic:- 96,091 emails- 7 calls- 21.05% open rate- 1.2% CTR- 1,129 clicks- 0.080% unsubscribe
River cruise clickers:- 39,633 emails- 24 calls- 56.80% open rate- 11.3% CTR- 4,484 clicks- 0.016% unsubscribe
Summary of results:
8 x Calls PT10 x CTR80% lower unsubscribe
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7www.travelzoo.co.uk
NEWSFLASH™ | CASE STUDY | BRITISH AIRWAYS
THE OBJECTIVES:
Promote BA luxury Holidays with Business class flight.
Reach: 650,000 London & SE (Plus targeted audience send for luxury)
THE RESULTS:
Total Direct clicks generated: 43,882
3,820 came from 527K generic members, 0.7% CTR
39,872 came from 131k targeted members, 30.4%
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8www.travelzoo.co.uk
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9www.travelzoo.co.uk
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10www.travelzoo.co.uk
THERE ARE TWO KEY TRENDS DRIVING CHANGEAT TRAVELZOO TODAY
MOBILE
LOCALISATION/PERSONALISATION
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11www.travelzoo.co.uk
THE SHIFT FROM DESKTOP TO MOBILE HAS CHANGED EVERYTHING!
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12www.travelzoo.co.uk
THE TRAVEL CONTINUUM
+ Top 20
+ Website
+ Destination features
Inspiration
+ Book directly with
Travelzoo
+ What to do in- destination
Destination
+ Restaurants
+ Entertainment
+ Mobile Focus
+ Spa
+ Activities
Transaction
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13www.travelzoo.co.uk
Send 1: Emails = 26,125, Open % = 28.8%, CTR% = 19.4%
Send 2: Emails = 8,258, Open % = 23.8%, CTR% = 19.3%
Send 4: Emails = 16,745, Open % = 12.9%, CTR% = 13.4%
Send 5: INACTIVES. Emails = 82,468, Open % = 6.47%, CTR% = 5.9%
BEHAVIORAL ATTRIBUTES & MODELLING
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Channel Behavior
EngagementBehavior
Purchase Behavior
Browse Behavior
Time Variant Behaviors
Behavioral Attributes
Content Category
Member ID Behavioral Segment Getaway Cruise Ent
10001 0 1.5 1.1 1.2
10002 1 0.6 0.4 1.6
10003 2 1.2 0 1.5
10004 3 0.4 1.3 0.6
Behavioral Model and Content Preferences
We have a created a behavioral model for US members for use in targeting and personalization…
Activity
Activity
Enter Enter Getaway
Getaway
Vac Vac Hotel Hotel Airfare Spa
Hotel Hotel Enter Enter Airfare Cruise
Spa RestActivit
yRest Getawa
y Hotel
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14www.travelzoo.co.uk
WOT NO “IF X THEN NOT X”
Average open rate 3 x standard email if you get it right
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15www.travelzoo.co.uk
CAN WE LEARN FROM FASHION?
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16www.travelzoo.co.uk
CAN WE LEARN FROM SOCIAL?
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17www.travelzoo.co.uk
AND DELIVER IT FOR TRAVEL?
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18www.travelzoo.co.uk
FIRST WE LAUNCHED NEW DIRECT BOOKING DEALS
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19www.travelzoo.co.uk
Joel Brandon-Bravo
UK Managing Director
@joelbrandonbrav
CONTACT DETAILS
19www.travelzoo.co.uk
Visit our Trade microsite http://solutions.travelzoo.com/uk/