SlideShare a Scribd company logo
1 of 7
Engage Customer Interaction as Competitive Strategy Clive Peoples Head of Customer Communications Expedia
Some of our sites
The travel marketplace LCCs Scheduled airlines Tour operators OLTAs Metasearch engines
Competitive strategy Expedia GDSs Airlines Hotels Car Hire The Trip The Customer
Network effect Supply Customers Customers
User generated content 2000 User reviews a week 10,000,000 Tripadvisor Reviews
The future

More Related Content

Viewers also liked

Quasar Snapshot
Quasar SnapshotQuasar Snapshot
Quasar SnapshotAjay Gupta
 
Strategy map and bs updated
Strategy map and bs updatedStrategy map and bs updated
Strategy map and bs updatedsubha1840
 
You're still doing it all wrong
You're still doing it all wrongYou're still doing it all wrong
You're still doing it all wrongPaul Saunders
 
Finding Gold in Airline Customer Data
Finding Gold in Airline Customer DataFinding Gold in Airline Customer Data
Finding Gold in Airline Customer DataCliff Seiler
 
Measuring Passenger Experience for Airlines
Measuring Passenger Experience for AirlinesMeasuring Passenger Experience for Airlines
Measuring Passenger Experience for AirlinesNajmuddin Jabalpurwala
 
Airline are looking at new and innovative ways.
Airline are looking at new and innovative ways.Airline are looking at new and innovative ways.
Airline are looking at new and innovative ways.Aspire
 
Crm strategy of singapore & american airlines
Crm strategy of singapore & american airlinesCrm strategy of singapore & american airlines
Crm strategy of singapore & american airlinesVikhyat Khanna
 
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...
Airline Customer Experience Leadership, by Rainer Uphoff  (Keynote at Worldti...Airline Customer Experience Leadership, by Rainer Uphoff  (Keynote at Worldti...
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...Rainer Uphoff
 
GCDP Quality Strategy - Communication Issue
GCDP Quality Strategy - Communication IssueGCDP Quality Strategy - Communication Issue
GCDP Quality Strategy - Communication IssueFirnando Buenayre
 
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...Ensighten
 
Customer communications management strategy
Customer communications management strategyCustomer communications management strategy
Customer communications management strategyScriptura Engage
 
Virgin america airline campign Experience the experience
Virgin america airline campign Experience the experience Virgin america airline campign Experience the experience
Virgin america airline campign Experience the experience Swaraj Mishra
 
The Value of Predictive Analytics and Decision Modeling
The Value of Predictive Analytics and Decision ModelingThe Value of Predictive Analytics and Decision Modeling
The Value of Predictive Analytics and Decision ModelingDecision Management Solutions
 
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline Industry
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline IndustryLeveraging Advanced Analytics to Drive Customer Behavior in the Airline Industry
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline IndustryCognizant
 
Unified Customer View for Airline Businesses
Unified Customer View for Airline BusinessesUnified Customer View for Airline Businesses
Unified Customer View for Airline BusinessesVeer Endra
 
How airlines use technology to improve passenger experience by 2016 - The Air...
How airlines use technology to improve passenger experience by 2016 - The Air...How airlines use technology to improve passenger experience by 2016 - The Air...
How airlines use technology to improve passenger experience by 2016 - The Air...Tom Knierim
 
Emirates Airline Marketing Strategy
Emirates Airline Marketing StrategyEmirates Airline Marketing Strategy
Emirates Airline Marketing StrategyKhalid Malik
 

Viewers also liked (18)

Quasar Snapshot
Quasar SnapshotQuasar Snapshot
Quasar Snapshot
 
Strategy map and bs updated
Strategy map and bs updatedStrategy map and bs updated
Strategy map and bs updated
 
You're still doing it all wrong
You're still doing it all wrongYou're still doing it all wrong
You're still doing it all wrong
 
Finding Gold in Airline Customer Data
Finding Gold in Airline Customer DataFinding Gold in Airline Customer Data
Finding Gold in Airline Customer Data
 
Measuring Passenger Experience for Airlines
Measuring Passenger Experience for AirlinesMeasuring Passenger Experience for Airlines
Measuring Passenger Experience for Airlines
 
Airline are looking at new and innovative ways.
Airline are looking at new and innovative ways.Airline are looking at new and innovative ways.
Airline are looking at new and innovative ways.
 
Crm strategy of singapore & american airlines
Crm strategy of singapore & american airlinesCrm strategy of singapore & american airlines
Crm strategy of singapore & american airlines
 
China Aar Rg
China Aar RgChina Aar Rg
China Aar Rg
 
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...
Airline Customer Experience Leadership, by Rainer Uphoff  (Keynote at Worldti...Airline Customer Experience Leadership, by Rainer Uphoff  (Keynote at Worldti...
Airline Customer Experience Leadership, by Rainer Uphoff (Keynote at Worldti...
 
GCDP Quality Strategy - Communication Issue
GCDP Quality Strategy - Communication IssueGCDP Quality Strategy - Communication Issue
GCDP Quality Strategy - Communication Issue
 
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...
Mobile Insight and Optimization Delivering the Omni-Channel Journey - United ...
 
Customer communications management strategy
Customer communications management strategyCustomer communications management strategy
Customer communications management strategy
 
Virgin america airline campign Experience the experience
Virgin america airline campign Experience the experience Virgin america airline campign Experience the experience
Virgin america airline campign Experience the experience
 
The Value of Predictive Analytics and Decision Modeling
The Value of Predictive Analytics and Decision ModelingThe Value of Predictive Analytics and Decision Modeling
The Value of Predictive Analytics and Decision Modeling
 
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline Industry
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline IndustryLeveraging Advanced Analytics to Drive Customer Behavior in the Airline Industry
Leveraging Advanced Analytics to Drive Customer Behavior in the Airline Industry
 
Unified Customer View for Airline Businesses
Unified Customer View for Airline BusinessesUnified Customer View for Airline Businesses
Unified Customer View for Airline Businesses
 
How airlines use technology to improve passenger experience by 2016 - The Air...
How airlines use technology to improve passenger experience by 2016 - The Air...How airlines use technology to improve passenger experience by 2016 - The Air...
How airlines use technology to improve passenger experience by 2016 - The Air...
 
Emirates Airline Marketing Strategy
Emirates Airline Marketing StrategyEmirates Airline Marketing Strategy
Emirates Airline Marketing Strategy
 

More from verge

Bob Garfield Fuck'd-o-Meter
Bob Garfield Fuck'd-o-MeterBob Garfield Fuck'd-o-Meter
Bob Garfield Fuck'd-o-Meterverge
 
Ogilvy Digital Marketing A Z
Ogilvy Digital Marketing A ZOgilvy Digital Marketing A Z
Ogilvy Digital Marketing A Zverge
 
Verge London 2007 Program
Verge London 2007 ProgramVerge London 2007 Program
Verge London 2007 Programverge
 
Ogilvy Verge Brand Republic 13 9 7
Ogilvy Verge Brand Republic 13 9 7Ogilvy Verge Brand Republic 13 9 7
Ogilvy Verge Brand Republic 13 9 7verge
 
Ogilvy Verge BBC 13 9 7
Ogilvy Verge BBC 13 9 7Ogilvy Verge BBC 13 9 7
Ogilvy Verge BBC 13 9 7verge
 
Ogilvy Verge Neo 13 9 7
Ogilvy Verge Neo 13 9 7Ogilvy Verge Neo 13 9 7
Ogilvy Verge Neo 13 9 7verge
 
Ogilvy Verge Bob Garfield 13 9 7
Ogilvy Verge Bob Garfield 13 9 7Ogilvy Verge Bob Garfield 13 9 7
Ogilvy Verge Bob Garfield 13 9 7verge
 
Ogilvy Verge IBM Wimbledon 13 9 7
Ogilvy Verge IBM Wimbledon 13 9 7Ogilvy Verge IBM Wimbledon 13 9 7
Ogilvy Verge IBM Wimbledon 13 9 7verge
 

More from verge (8)

Bob Garfield Fuck'd-o-Meter
Bob Garfield Fuck'd-o-MeterBob Garfield Fuck'd-o-Meter
Bob Garfield Fuck'd-o-Meter
 
Ogilvy Digital Marketing A Z
Ogilvy Digital Marketing A ZOgilvy Digital Marketing A Z
Ogilvy Digital Marketing A Z
 
Verge London 2007 Program
Verge London 2007 ProgramVerge London 2007 Program
Verge London 2007 Program
 
Ogilvy Verge Brand Republic 13 9 7
Ogilvy Verge Brand Republic 13 9 7Ogilvy Verge Brand Republic 13 9 7
Ogilvy Verge Brand Republic 13 9 7
 
Ogilvy Verge BBC 13 9 7
Ogilvy Verge BBC 13 9 7Ogilvy Verge BBC 13 9 7
Ogilvy Verge BBC 13 9 7
 
Ogilvy Verge Neo 13 9 7
Ogilvy Verge Neo 13 9 7Ogilvy Verge Neo 13 9 7
Ogilvy Verge Neo 13 9 7
 
Ogilvy Verge Bob Garfield 13 9 7
Ogilvy Verge Bob Garfield 13 9 7Ogilvy Verge Bob Garfield 13 9 7
Ogilvy Verge Bob Garfield 13 9 7
 
Ogilvy Verge IBM Wimbledon 13 9 7
Ogilvy Verge IBM Wimbledon 13 9 7Ogilvy Verge IBM Wimbledon 13 9 7
Ogilvy Verge IBM Wimbledon 13 9 7
 

Recently uploaded

Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...amitlee9823
 
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000dlhescort
 
Falcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon investment
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...lizamodels9
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...amitlee9823
 
Value Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and painsValue Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and painsP&CO
 
Falcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investorsFalcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investorsFalcon Invoice Discounting
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876dlhescort
 
Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1kcpayne
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...amitlee9823
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxWorkforce Group
 
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataRSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataExhibitors Data
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfAdmir Softic
 
Phases of Negotiation .pptx
 Phases of Negotiation .pptx Phases of Negotiation .pptx
Phases of Negotiation .pptxnandhinijagan9867
 
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Sheetaleventcompany
 
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceMalegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceDamini Dixit
 
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableCall Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableSeo
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Centuryrwgiffor
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 MonthsIndeedSEO
 

Recently uploaded (20)

Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
 
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
Call Girls In Majnu Ka Tilla 959961~3876 Shot 2000 Night 8000
 
Falcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business Growth
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
 
Value Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and painsValue Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and pains
 
Falcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investorsFalcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investors
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1Katrina Personal Brand Project and portfolio 1
Katrina Personal Brand Project and portfolio 1
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
 
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataRSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors Data
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
Phases of Negotiation .pptx
 Phases of Negotiation .pptx Phases of Negotiation .pptx
Phases of Negotiation .pptx
 
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
 
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceMalegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
 
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableCall Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
 

Ogilvy Verge Expedia 13 9 7