five ways to delight travelers with personalization
DESCRIPTION
An Infosys study found that eight out of ten consumers feel personalized marketing has influenced a purchase, so personalization should be top of mind for travel marketers. In this Tnooz-Boxever FREE TLearn webcast, you will learn about five ways you can use personalization right now to not only increase conversion but also delight your travel customers. We’ll examine examples across channels – from display to website to email – and illustrate how leading airlines and OTAs have put this into practice already for their guests. Join Boxever’s experts as they share how CRM, customer intelligence and personalized marketing are transforming the travel industry. Presenters for the FREE TLearn webcast are: David O'Flanagan, CEO, Boxever Ruadhan Barry, senior product manager, Boxever Kevin May, editor and moderator, Tnooz Gene Quinn, CEO and producer, Tnooz This TLearn webinar took place on Tuesday 14 October 2014TRANSCRIPT
5 Ways to Delight Travelers with Personalization
TLearn webinar14 October 2014
Your hosts
Kevin MayEditor & moderator
Gene QuinnCEO & producer
Your presenters
David O’FlanaganCEOBoxever
Ruadhan BarrySr. Product ManagerBoxever
5 Ways to Delight Travelers with Personalization
Today’s Presenters
Dave O’FlanaganCEO & Co-founder
Ruadhán BarrySr. Product Manager
www.boxever.com
What Is Personalization?
8 in 10 consumers say that
personalized marketing
has some impact on their
decision to purchase
Businesses that are currently
personalizing web experiences are
seeing a 19% sales increase
has gone digital
The Passenger
mobile &
social
Unveiling Pope Benedict
Unveiling Pope Francis
World Has Changed
• Travellers have Evolved• Mobile & Connected• Expect Real-time & Personal• iPhones or Facebook did not
exist in 2005
• Big Data is a Reality• Multi-channel• Multi-device• Lots of Data!
Who is Boxever?
3 Key Functions - Capture - Gain Insight - Act on outcome
3 Key Benefits- Lower acquisition cost- Improve conversion- Increase retention
ACT
INSIGHT
CAPTURE
Big Data & Personalization for Travel
www.boxever.com
Customer 360°
Web UI(Behavioral)
Mobile(Behavioral)
CRS/Transactions
Support Loyalty
Social (Twitter/FB)
Demograhics(Experian, etc)
Single Customer View
1st Party Data
3rd Party Data
Cornerstone of True Omnichannel Personalization
www.boxever.com
Unique Experience
Context
Product/Content
Customer
Travel Products • Flights• HotelsExternal Content• Destination Info• Weather Real-time Access• Dynamic pricing• Volatile availability
Trip/Search Context• Business vs Leisure• Sun vs CityLocation Context• Home vs AirportLifecycle Context• Inspire vs Bought
What’s in a Decision?
www.boxever.com
MassMerchandising
MacroSegmentation
MicroSegmentation
1-1Personalization
Sophistication/Capability
Customer Value
Tailored based on market, origin, destination, etc.
Segments based on lifestyle or RFM strategies
Targeted segments based on similar behavior
Unique, optimized offer based on individual behaviors.
Boxever Maturity Model
www.boxever.com
5 Ways to Delight Travelers with Personalization
Intelligent Customer Lifecycle & Customer Experience Management
Inspire Research Book Prepare
DepartIn flightDestinationShareLoyalty
www.boxever.com
1. Lifecycle Marketing
Hi Ruadhan,
Your trip to Paris is coming up in a month. Here are some recommendations for great hotels for you in Paris.
Personalized Imagery
Personalized Copy
Relevant Product Recommendations
www.boxever.com
2. Website
Dynamic imagery
Dynamic copy
Inspiration
Recent Memory
www.boxever.com
3. Abandoned Cart Email
Personalized Imagery
Personalized Copy
Single Click to booking path
Abandon Cart Example
www.boxever.com
4. Mobile Push
www.boxever.com
4. Mobile Push
www.boxever.com
5. Call Center
Personalized recommendations Exposes customer history to service rep
Recommend next best action
www.boxever.com
6. In Cabin
www.boxever.com
On average, loyal customersare worth up to 10 times as much as their first purchase
@Boxeverwww.boxever.com
Thank You
Thank you!
Send your questions and comments to [email protected]
Replay and presentation of webinar will be available on www.tnooz.com