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Orbitz’s customer insights program has led them to become the #1 travel site in overall customer satisfaction. But the real winners are their customers, who get not only an improved customer experience, but also a chance to participate in a truly rewarding loyalty program.

Industry: Travel

Orbitz Worldwide is a leading global online travel company that uses innovative technology to enable leisure and business travelers to search for, plan and book a broad range of travel products and services.

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Orbitz

Orbitz wanted to collect feedback from many different sources, with an enterprise focus on customer experience.

Orbitz was collecting customer feedback in a limited number of areas and struggled to use the data effectively to influence business decisions. Customer feedback was only being collected from a few of Orbitz’s potential touch points – leaving critical areas of the business neglected, including the booking process.

Orbitz valued customer feedback, but they had not yet taken the steps necessary to develop an enterprise customer focus. Like many companies, they were making “gut-based” decisions rather than ones based on real evidence.

Clarabridge

Solution

Orbitz deployed Clarabridge to collect, analyze, and operationalize information from every stage of the customer journey. This was part of Orbitz’s plan to embed customer insights throughout the organization. With a program in place to both intelligently and consistently analyze the feedback and provide actionable insights, Orbitz was able to expand their feedback collection to get data from every encounter with the customer.

Results

Thanks to their customer-centric focus, Orbitz is now able to provide an excellent customer experience. They have not only won the hearts of their customers, but industry accolades as well–the American Customer Satisfaction Index named Orbitz the #1 travel website in overall customer satisfaction, and ranked Orbitz Rewards as the #1 travel rewards program.