Tealeaf's 2011 ebooker report shows how Britain’s online consumers approach booking a holiday on the web

1. The ebooker:
The ebooker:
Understanding how travel customers use the web
An examination of results from the
2011 Tealeaf® ebooker report

2. 31% of UK adults say a holiday is the most
important purchase they make all year

3. And these ebookers are using the web
more than ever

4. and the devices ebookers use
to go online is changing too…

6. 17% have researched a holiday on
a mobile app or website…

7. … and savvy ebookers are now
adopting a multi-device
approach….

8. “Doing mobile, and doing it well, is no longer a
‘nice-to-have’ offering. It’s now absolutely
critical… to grasp the realities of your mobile
customer experience, as well as have the ability
to test and refine it on an ongoing basis”
Vice president of Optimization
at VEGAS.com

9. 63% research a holiday
on a mobile device and
then use a desktop or
laptop to book

10. In the past 12 months, 36% used
two or more channels when
researching a holiday

11. BUT! Customer loyalty is low.
Just 11% book their holiday
with the same provider
each time

12. And ebookers have sky
high expectations

13. P
Positive customer
experience is a priority for
42% of ebookers

14. 46% say a negative experience on a
mobile device would negatively
impact their feelings towards the
brand

15. And 25% share their negative
experiences on social media
networks

16. Give ebookers what they want!
A positive multi-channel, multi-device
customer experience

17. Image sources
• http://www.flickr.com/photos/incendy/497273200/
• http://www.flickr.com/photos/grandvelasrivieramaya/3179390917/
• http://www.flickr.com/photos/hoanghaithinh/2786722626/lightbox/
• http://www.flickr.com/photos/bogers/907016689/
• http://www.flickr.com/photos/vasvalch/3856206222/
• http://www.flickr.com/photos/jiscimages/435085047/
• http://www.flickr.com/photos/rthakrar/5937572337/lightbox/
• http://www.flickr.com/photos/petars/5901607981/lightbox/
• http://www.flickr.com/photos/barretthall/5829340513/sizes/l/in/photostream/
• http://www.flickr.com/photos/jannem/449271968/lightbox/
• http://www.flickr.com/photos/26087974@N05/4244333014/sizes/l/in/photostream/
• http://www.flickr.com/photos/26087974@N05/4244333014/lightbox/
• http://www.flickr.com/photos/aziez/2171082927/lightbox/
• http://www.flickr.com/photos/mistersnappy/3862748937/lightbox/
• http://www.flickr.com/photos/arnybo/4559785705/sizes/l/in/photostream/
• http://www.flickr.com/photos/umpcportal/3254937661/
• http://www.flickr.com/photos/umpcportal/3449927452/
• http://www.flickr.com/photos/dennis_vu/4046988986/sizes/z/in/photostream/
• http://www.flickr.com/photos/hoanghaithinh/2786722626/