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According to an August 2007 report, Humanising the Digital Travel Experience, byForrester Research, an independent research firm, 2007 online leisure travel salesin the US and Europe are expected to reach $142.2 billion and grow to $213.8 billionby 2010. Despite this success, the report finds that travel companies digitallydisappoint travellers by not meeting their expectations, resulting in a series of noticeable performance gaps, with the ultimate result that travellers satisfaction with most digital channels is, for the most part, tangibly inferior tousing offline channels.
Tealeaf provides us with unparalleled insight into each customer s onlineexperience, said John Keast, COO, VEGAS.com. We are able to immediately gainvisibility into any online issues, improve the overall usability and conversion ofour websites, and make business decisions influenced directly by the customer pointof view.
Consumers are rapidly adopting online travel. In fact, travellers who use theInternet for any purpose are the norm, with 90 percent of American businesstravellers regularly going online and 83 percent of US leisure travellers goingonline at least once a month according to the Forrester report. Beyond that, two-thirds or more of all travellers in North America view technology as somethingthat helps make their lives easier a benefit that extends to travel planning andpurchase. Yet, digital travel experiences still often fall short of meeting onlineconsumers expectations, with the report stating that more than 199 milliontravellers are frustrated getting travel information online, for reasons includingpoor Web site navigation and lack of essential functionality.
With the online travel market growing at such a rapid pace, this a very positivetime for the market but it is more important than ever that companies recogniseobstacles to their customers online success still exist, and are potentially verydetrimental to their top line, said Rebecca Ward, chairman & CEO, Tealeaf. Ourtravel customers are not simply resting on general market momentum, they are trulycommitted to proactively delivering the best possible online user experience. Weare proud to be a part of their business strategy by providing actionable insightinto the dynamic online interactions of each user on their sites.
Tealeaf was recently recognised as an industry pioneer and named the unchallengedleader in customer behaviour analysis by Forrester in The Forrester Wave:Appliance-Based End-User Experience Monitoring, Q2 2007 (June 2007). With Tealeaf,businesses are empowered to see how their website works through the eyes of thecustomer, instead of relying on the insufficiency of disparate data points in effortto interpret their experiences.
About TealeafTealeaf is the leading provider of online customer experience management solutions.Tealeaf s CX family of solutions provides unprecedented enterprise-wide visibilityinto every user s unique online interactions. This "360-degree view" of the onlinecustomer experience enables a clear and consistent understanding of the customer forEbusiness, IT, customer service and legal and compliance executives and theirorganisations across a wide range of vertical industries including retail, banking,travel, insurance, telecommunications, pharmaceutical and transportation. Founded in1999, Tealeaf is headquartered in San Francisco, California, and is privately-held.For more information, visit www.tealeaf.com.
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Copyright 2007 TeaLeaf Technology, Inc. All rights reserved. Tealeaf products andservices mentioned herein are the registered or unregistered trademarks and servicemarks of TeaLeaf Technology, Inc. All other trademarks or service marks are theproperty of their respective holders and are hereby acknowledged.
Tealeaf Media Enquiries:Shoshana DeutschkronTealeaf shoshanad@Tealeaf.com(415) 932-5009 Sarah-Anne BrayWildfire PRsarah-anne@wildfirepr.co.uk + 44 (0) 208 339 4420
