You don’t need me to tell you that big data is big news. It’s one of most talked about topics of recent years, as marketers worldwide battle to make sense of all the data generated across their business.
Insight gathered from big data is enabling businesses to focus their investments in everything from sales and marketing, to customer service and research and development, more intelligently.
At Hotels.com, we’re using data from across our business, website and apps to better understand what our customers want from us and how we can improve the experience that we deliver to them.
So, how are we doing this? We started by making sure that we were tracking all data from across our business, be it analytics from our website, booking information from our apps, or customer enquiries in our contact centre.
By improving our understanding of how our customers interact with us and what they’re looking for, we have been able to optimise the design of our website and apps to ensure that we are consistently delivering an excellent experience.