|By RealWire News Distribution||
|February 8, 2013 11:06 PM EST||
Following a trial which saw customer reviews on Expedia (visible via Google search results) increase by more than 4000% in just 14 days, the world's largest online travel company has appointed Feefo to generate reviews for them from their customers' experiences with their Expedia.co.uk, Expedia.fr, Expedia.de and Expedia.nl sites.
Expedia will use Feefo to gather customer feedback on the service they receive from the various European websites. The move reflects the company's commitment to leveraging customer insight and feedback to build an ever-improving experience for its customers: a key part of Expedia's "People Shaped Travel" philosophy.
The immediacy of the reviews will allow Expedia to react quickly, responding to and correcting any customer concerns. In addition to the customer service benefits, Expedia anticipates the deal will also attract new customers, as 83% of travellers consult reviews as part of their purchasing decision, and Feefo's partnership with Google allows them to generate gold stars in search results for their members, which increases site traffic.
Stuart Newman, Director of Customer Experience EMEA for Expedia said "Every day thousands of people travel and book with Expedia. So, finding a suitable partner to offer a level of engagement and insight with our customers, which reflects these volumes has been a challenge for Expedia. The Feefo system is simple to use and hugely effective, with the return on our investment easy to see, even in such a short time period."
The Feefo customer review system guarantees 100% genuine feedback, as only customers who have bought products and services from its clients are invited to comment. During Expedia's recent 14 day trial the Quality Score from its customers was 92% (those customers that rated Expedia Excellent/Good).
"Online travel is an immensely fast-moving business and the ability to build on and anticipate customer needs is critical to our continued success. The Feefo Team share Expedia's immense belief that all feedback provides valuable insight to drive business improvement with the scale and immediate visibility necessary to maintaining a market-leading customer experience. Having offered verified hotel reviews for many years, we understand the importance of being able to guarantee 100% genuine feedback as Feefo does. Our 92% Quality Score is a true testament to our continued commitment to improving the customer experience and, together with Feefo, we will be able to build on this further and faster in the future," added Newman.
Although this initial phase concentrates on four of Expedia's major European markets, further roll-out to more of its territories is planned for the future.
Andrew Mabbutt, Managing Director for Feefo, said: "Our ratings and reviews offering has been embraced by the travel, hotel and restaurant industry who want to hear and share customers' genuine feedback, not bogus comments. We are delighted that Expedia, the world's largest online travel company, recognises the benefits of our cost-effective and efficient solution and look forward to helping both them and their customers leverage the maximum benefit from reviews over the coming months and years."
Expedia will continue to gather customer reviews on their hotel experiences through its existing technology.
Notes to Editors
 ChannelAdvisor "Consumer Shopping Habits Survey", August 2010
Feefo is a customer review system with nearly 1000 brands, more than 100 of which are from the travel industry. Members tell Feefo who their customers are, so only genuine ratings and reviews can be submitted. No moderation is allowed, except for profanities, meaning the members of Feefo stand by their commitment to customer service, by sharing good and bad experiences with the world.
45% of personal travellers and 54% of business travellers have made travel plans based on reviews and experience of others. (Google, Think Insights).
When deciding between 2 hotels, 65% of people say that seeing a management response would sway them to book with the responding hotel. (Forrester)
Having stars in your Adword campaigns increases Click Through Rates by an average of 17% (Google Q2
For more information on Feefo and its services, please contact Matt Eames on 08456 800 320 or [email protected]
Expedia is the world's leading online travel agent offering access to over 160,000 hotels around the world (including boutique hotels as well as major hotel brand names),over 400 airlines along with car hire and destination experiences. By combining choice with specialist tools to help refine these options, Expedia helps travellers to find and create the trip that best matches their individual requirements.
Expedia is part of the Expedia Inc. brand portfolio. The company delivers consumers value in leisure and business travel, drives incremental demand and direct bookings to travel suppliers, and provides advertisers the opportunity to reach a highly valuable audience of in-market travel consumers through Expedia Media Solutions. Expedia also powers bookings for some of the world's leading airlines and hotels, top consumer brands, high traffic websites, and thousands of active affiliates through Expedia® Affiliate Network.
Expedia.co.uk, Expedia.fr, Expedia.nl and Expedia.de and the Airplane logo are trademarks or registered trademarks of Expedia, Inc. in the European Union and certain other jurisdictions. All other trademarks are property of their respective owners. © 2013 Expedia, Inc.
When it comes to the Internet of Things, hooking up will get you only so far. If you want customers to commit, you need to go beyond simply connecting products. You need to use the devices themselves to transform how you engage with every customer and how you manage the entire product lifecycle. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, will show how “product relationship management” can help you leverage your connected devices and the data th...
Feb. 27, 2015 10:15 AM EST Reads: 630
SYS-CON Media announced that IBM, which offers the world’s deepest portfolio of technologies and expertise that are transforming the future of work, has launched ad campaigns on SYS-CON’s numerous online magazines such as Cloud Computing Journal, Virtualization Journal, SOA World Magazine, and IoT Journal. IBM’s campaigns focus on vendors in the technology marketplace, the future of testing, Big Data and analytics, and mobile platforms.
Feb. 27, 2015 10:15 AM EST Reads: 671
PubNub on Monday has announced that it is partnering with IBM to bring its sophisticated real-time data streaming and messaging capabilities to Bluemix, IBM’s cloud development platform. “Today’s app and connected devices require an always-on connection, but building a secure, scalable solution from the ground up is time consuming, resource intensive, and error-prone,” said Todd Greene, CEO of PubNub. “PubNub enables web, mobile and IoT developers building apps on IBM Bluemix to quickly add sc...
Feb. 27, 2015 10:00 AM EST Reads: 4,517
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com...
Feb. 27, 2015 10:00 AM EST Reads: 3,848
There has been a lot of discussion recently in the DevOps space over whether there is a unique form of DevOps for large enterprises or is it just vendors looking to sell services and tools. In his session at DevOps Summit, Chris Riley, a technologist, discussed whether Enterprise DevOps is a unique species or not. What makes DevOps adoption in the enterprise unique or what doesn’t? Unique or not, what does this mean for adopting DevOps in enterprise size organizations? He also explored differe...
Feb. 27, 2015 10:00 AM EST Reads: 2,227
“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Feb. 27, 2015 10:00 AM EST Reads: 3,105
NaviSite, Inc., a Time Warner Cable company, has opened a new enterprise-class data center located in Santa Clara, California. The new data center will enable NaviSite to meet growing demands for its enterprise-class Cloud and Managed Services from existing and new customers. This facility, which is owned by data center solution provider Digital Realty, will join NaviSite’s fabric of nine existing data centers across the U.S. and U.K., all of which are designed to provide a resilient, secure, hi...
Feb. 27, 2015 10:00 AM EST Reads: 732
SYS-CON Events announced today that Intelligent Systems Services will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Established in 1994, Intelligent Systems Services Inc. is located near Washington, DC, with representatives and partners nationwide. ISS’s well-established track record is based on the continuous pursuit of excellence in designing, implementing and supporting nationwide clients’ mission-cri...
Feb. 27, 2015 10:00 AM EST Reads: 1,033
Data-intensive companies that strive to gain insights from data using Big Data analytics tools can gain tremendous competitive advantage by deploying data-centric storage. Organizations generate large volumes of data, the vast majority of which is unstructured. As the volume and velocity of this unstructured data increases, the costs, risks and usability challenges associated with managing the unstructured data (regardless of file type, size or device) increases simultaneously, including end-to-...
Feb. 27, 2015 09:45 AM EST Reads: 1,838
The cloud has transformed how we think about software quality. Instead of preventing failures, we must focus on automatic recovery from failure. In other words, resilience trumps traditional quality measures. Continuous delivery models further squeeze traditional notions of quality. Remember the venerable project management Iron Triangle? Among time, scope, and cost, you can only fix two or quality will suffer. Only in today's DevOps world, continuous testing, integration, and deployment upend...
Feb. 27, 2015 09:45 AM EST Reads: 2,127
The truth is, today’s databases are anything but agile – they are effectively static repositories that are cumbersome to work with, difficult to change, and cannot keep pace with application demands. Performance suffers as a result, and it takes far longer than it should to deliver new features and capabilities needed to make your organization competitive. As your application and business needs change, data repositories and structures get outmoded rapidly, resulting in increased work for applica...
Feb. 27, 2015 09:30 AM EST Reads: 1,268
The excitement around the possibilities enabled by Big Data is being tempered by the daunting task of feeding the analytics engines with high quality data on a continuous basis. As the once distinct fields of data integration and data management increasingly converge, cloud-based data solutions providers have emerged that can buffer your organization from the complexities of this continuous data cleansing and management so that you’re free to focus on the end goal: actionable insight.
Feb. 27, 2015 09:30 AM EST Reads: 1,538
DevOps tends to focus on the relationship between Dev and Ops, putting an emphasis on the ops and application infrastructure. But that’s changing with microservices architectures. In her session at DevOps Summit, Lori MacVittie, Evangelist for F5 Networks, will focus on how microservices are changing the underlying architectures needed to scale, secure and deliver applications based on highly distributed (micro) services and why that means an expansion into “the network” for DevOps.
Feb. 27, 2015 09:15 AM EST Reads: 1,107
Between the compelling mockups and specs produced by your analysts and designers, and the resulting application built by your developers, there is a gulf where projects fail, costs spiral out of control, and applications fall short of requirements. In his session at DevOps Summit, Charles Kendrick, CTO and Chief Architect at Isomorphic Software, will present a new approach where business and development users collaborate – each using tools appropriate to their goals and expertise – to build mo...
Feb. 27, 2015 09:00 AM EST Reads: 2,796
The Internet of Things (IoT) is causing data centers to become radically decentralized and atomized within a new paradigm known as “fog computing.” To support IoT applications, such as connected cars and smart grids, data centers' core functions will be decentralized out to the network's edges and endpoints (aka “fogs”). As this trend takes hold, Big Data analytics platforms will focus on high-volume log analysis (aka “logs”) and rely heavily on cognitive-computing algorithms (aka “cogs”) to mak...
Feb. 27, 2015 09:00 AM EST Reads: 871