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Choice Hotels:One of the world’s largest lodging companiesChoice Hotels optimizes their online channel by uniting Tealeaf’scustomer experience management insights with iPerception’svoice of customer solution.Choice Hotels International is one of the most successful lodgingfranchisors in the world. With millions of customers per monthvisiting their web site, www.choicehotels.com, Choice Hotels knew CUSTOMER PROFILEthey needed to maintain an online channel that matched their Choice Hotels International, Inc.commitment to innovation and customer service. They turned to (www.choicehotels.com) is a leader in thetwo best-of-breed solutions to keep their site in optimal shape— lodging industry, with more than 6,000 locations across the globe and more thaniPerceptions for voice of the customer and Tealeaf for customer ten leading brands, including Comfort Inn,experience management. Cambria Suites, Quality Inn, Comfort Suites, and Ascend Collection.With iPerceptions, Choice Hotels is able to optimize their sites by RETURN ON INVESTMENTtapping into real customer feedback. When customers visit one of > > > >Choice’s web properties, they have the option to complete a short Tealeaf helped Reduced Optimized web Determinedsurvey at the end of their transactions. Choice Hotels is then able to make customer site based on business impact iPerceptions abandonment by actual customer of reportedanalyze this data to identify online trends and potential site issues customer quickly validating data and site issues for betterand keep a close eye on customer satisfaction. feedback more negative experiences. prioritization actionable. customer of siteAnd with Tealeaf, they gained an even clearer picture of their online experiences and improvements. resolving the rootcustomer. Using Tealeaf’s unique replay ability (a page-by-page, cause of issues.browser-level recording of the actual customer experience), ChoiceHotels is able to watch customer sessions, allowing them tounderstand the complete customer experience and quickly diagnose customers impacted or 1,000? Choice can then prioritize their sitethe issues causing customers to struggle online. optimization efforts by business benefit and immediately jump on the issues that are impacting the most customers and risking theCHALLENGE most revenue. Rather than hypothesizing about why negative orWhile both iPerceptions and Tealeaf were providing Choice Hotels with unexpected trends on the site are occurring, Choice Hotels now hascritical insight into online customer behavior, the data was contained in the tools they need to make more informed web site optimizationcompletely separate systems. If a customer completed a survey in decisions—that reduce site issues and dramatically improve theiPerceptions after an unsatisfying visit, they had no way to validate the overall experience for their customers.feedback and understand the customer’s full experience. Whenanalyzing customer behavior in Tealeaf, it was a very manual process tocorrelate this data back to the customer feedback in iPerceptions. As aresult, Choice Hotels needed to find a way to connect these valuablesolutions and maximize their return on investment from both.HOW THE INTEGRATION WORKSBy capturing the customer’s session ID in both tools, Choice Hotelsis able to tie a survey in iPerceptions to the corresponding session inTealeaf, allowing them to pivot from the iPerceptions reports directlyinto Tealeaf and validate a customer’s comment by reviewing the fullcontext of that customer’s online experience. Additionally, ChoiceHotels can use Tealeaf to go a step further and quantify the businessimpact of a reported issue. For example, when iPerceptions surveysindicate an unexpected site trend, Choice can then search Tealeaf forall other customers who experienced the same issue—were 10 >> In one view, Choice Hotels can see exactly which Tealeaf sessions correspond to a survey in iPerceptions.tealeaf | choice hotels www.tealeaf.com