tui webinar on kampyle
DESCRIPTION
TUI's webinar on Kampyle.TRANSCRIPT
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Thursday, July 29, 2010
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Basic Facts
Arke & Holland International merger in 1995
5+ brands
ArkeFly; supporting airline company
2000+ employees
140 travel agent point of sales
Thursday, July 29, 2010
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Online Facts
#3 eCommerce company in 2009 (turnover)
Arke.nl flagship website
serve both B2C and B2B
Thursday, July 29, 2010
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Our Challenges
No Voice of Customer
Thursday, July 29, 2010
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Our Challenges
Abandonment in booking process
Thursday, July 29, 2010
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Why Kampyle?
Give visitors a voice
Make visitors feel important
Mainstream tool (recognition)
Quick implementation (setup)
Guarantees the message will be received by the proper person
Thursday, July 29, 2010
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Getting it installed...implementconfigure customize
Thursday, July 29, 2010
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Getting it installed...implementconfigure customize
Decide who needs access
Decide if and who will respond to certain feedback
Which type of feedback needs immediate attention
Set follow-up guidelines
Assign responsibilities to yourself or to others
Thursday, July 29, 2010
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Getting it installed...implementcustomize
Start easy, let feedback determine customization needs
Adjust questions after initial setup
Create relevant categories/sub-categories
Ask questions you need answered
Try a focused implementation
configure
Thursday, July 29, 2010
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Getting it installed...implement
Generate the code via Kampyle interface
Deploy via IT or front-end developer
Test push-mechanism settings
Test auto reply email
Integrate with Google Analytics/Omniture/Nedstat
configure customize
Thursday, July 29, 2010
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Show me the money...(the results)
Chrome users4% of total visitors4% of total revenue
Chrome users experience problems withAJAX faceted search
Thursday, July 29, 2010
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Show me the money...(the results)
Chrome users4% of total visitors4% of total revenue
Problems and frustrations detected with Kampyle
IT resolved issue based on feedback.75% revenue increase from Chrome users.
Thursday, July 29, 2010
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Show me the money...(the results)
Management Happy!
IT resolved issue based on feedback.75% revenue increase from Chrome users.
Thursday, July 29, 2010
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Show me the money...(the results)
other discoveries...
Failing Routeplannerresulted in
Frustrated Customers
Customer’s reservation details not being
recognized.
Thursday, July 29, 2010
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Any other surprises?Visitors gave emotional feedback after a improperly planned 2-for-1 holiday campaign
Emotional feedback defined as:• blamed themselves for not being able to find discounts• blamed our brand and website• felt duped and mislead• talked about going to a competitor
“Feedback more emotional after poor campaign setup than with technical issues.”
Thursday, July 29, 2010
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Be amazed!
44% of all errors could have been avoided!
11%
45%
44%
ComplimentsGeneral Comments/IssuesAvoidable Problems
“negative experiences and feedback”
Thursday, July 29, 2010
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more uses for Kampyle
Booking process - True Conversion Rate
24%
47%
12%
18%
PurchaseCompareCheck AvailabilityTotal Price
“If only 24% is intending to purchase, then what is your
true conversion rate?”
Thursday, July 29, 2010
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more uses for Kampyle
Guerilla Style Usability Testing
http://bit.ly/guerillausabilityRead my blog post:
Invite customers to leave their email address.
Thursday, July 29, 2010
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No more excuses,start with VoC now!
Questions? Send me a tweet @MatthewNL
Thursday, July 29, 2010