Successful travel companies are in the business of making memories, creating experiences that last a lifetime. And the customer’s journey begins long before they leave for the airport.
That’s because consumers invest a lot of time in researching
their dream vacation. They’ll visit an average of 141 pages of travel content before deciding to make a purchase, according
to Expedia’s research—that’s equivalent to five hours, longer than it takes to run a marathon!
In the pursuit of more authentic experiences, shoppers search far and wide to find unique and memorable vacations. As Phocuswright analyst Robert
Cole notes in Evolving
Customer Journeys Transform Travel Marketing, “From the early days of mass marketing in the ‘product era’ to today’s
emphasis on personalization and authenticity, each phase of the traveler’s journey—inspiration, research, planning, validation, booking, experience and sharing—has evolved into a complex, non-linear process.”
It’s important to note the global
travel market continues to grow and Phocuswright
projects online bookings will make up 65% of global travel gross bookings by 2026.
This exclusive report by PhocusWire in conjunction with PayPal explores this continuing shift towards digital platforms and explains why all travel providers,
no matter their size or specialty, should strive to deliver exceptional digital experiences and improve their online booking processes to remain competitive.
The full report, which explains solutions PayPal offers to travel brands to enhance
customer experience and drive business growth, is available below or to download here.