Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Bad mobile experiences hit travel brands' loyalty

The study, entitled 'The Connected Traveller', analysed the experiences of 1,000 people who have smartphones and tablets to plan and book travel with 19 of the top travel brands and found that 35% of mobile internet-connected travellers would be less likely to book again with a travel brand after a slow, confusing or non-optimized experience when researching or booking travel with a mobile device.

Consumers said they do want to use their mobile devices for travel planning and booking, but that slow and poorly designed mobile apps and sites are negatively affecting their experiences.

The study found that consumers generally have good intentions when booking travel with a mobile device:

• After researching travel on their tablets, 54% of tablet owners return to the Web to book, but 26% go on to use tablet sites to make bookings.
• Tablets are the preferred device for planning future travel: 25% of connected travellers will use their tablet to research and book travel within the next month.
• 39% of tablet owners and 33% of smartphone owners plan to spend more than $500 on travel bookings via mobile sites.
• 36% of tablet owners and 40% of smartphone owners plan to spend more than $500 on travel bookings via mobile apps.
• 76% of smartphone owners and 35% of tablet owners want to use their devices to book travel or hotel rooms when they are on the go and have an immediate need.

But bad mobile experiences are having a very negative effect. For example:

• 52% of tablet owners and 60% of smartphone owners complained that mobile travel sites were slow to load.
• 51% of tablet owners said that search and selection options on travel apps were complicated, and 44% reported that sites were not optimized for the tablet.
• 20% of tablet owners were disappointed that apps were not integrated with their loyalty programmes, which meant they couldn't access or redeem points or miles.

"The connected traveller demands an extremely fast, intuitive experience given the hectic and stressful nature of the travel journey. Unfortunately, many travel apps and mobile sites fall short on the quality of the overall user experience including slow page loads, complex navigation, and a lack of integration with other features like loyalty programmes," concluded Scott Snyder, Mobiquity's president and chief strategy officer. "Despite smartphone and tablet users representing the high-end of travel spend, many travel brands have simply translated what they have on the web to mobile devices instead of taking full advantage of the unique capabilities of these devices."

The full report's findings has been made available for free download from Mobiquity's web site - click here (free registration required).

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)