Orbitz Becomes #1 Travel Site in Overall Customer Satisfaction

View Full Case Study
Tags:
customer insights
customer loyalty
customer satisfaction

CHALLENGE

Global online travel company Orbitz Worldwide understood early on the importance of capturing customer feedback, particularly in the area of customer service. However, the company was collecting data from a limited number of touch points and was struggling to use the data effectively to influence business decisions. Orbitz wanted to collect feedback from more sources, create an enterprise focus on customer experience, and use the data to inform long-term strategy development.

SOLUTION

Orbitz deployed Clarabridge to collect, analyze, and operationalize information from every stage of the customer journey. With Clarabridge, Orbitz can look at point-in-time comments and trends, gain global insights, connect customer satisfaction to customer value, act on major dissatisfiers, and streamline processes such as online ticket exchange. Being able to share information throughout the organization means customer experience has become an enterprise-wide focus. In addition, insights from Clarabridge have helped Orbitz create a successful customer loyalty program.

SUCCESS HIGHLIGHTS

  • Improved customer experience
  • Recognition by the American Customer Satisfaction Index as the #1 travel website in overall customer satisfaction
  • Successful launch of Orbitz Rewards, which has nearly 2 million members and was ranked the #1 travel rewards program by the American Customer Satisfaction Index
icon

Clarabridge has helped Orbitz connect customer satisfaction to customer value by understanding the difference in purchasing behavior between a customer with low satisfaction versus one with higher satisfaction.

Related Resources

QoQa Builds Brand Loyalty by Improving Customer Experience on Social Media

An overview of the ways QoQa used Clarabridge to create positive shopping experiences for happy, loyal customers on digital platforms.

Learn More
Autodesk Improves Customer Satisfaction and Self-Service Offerings

An overview of the ways Autodesk used Clarabridge to improve customer satisfaction and self-service functionality and ensure product offerings were continuously aligned with customer needs.

Learn More
banner
By Monitoring Customer Communications, GE Healthcare Can Identify Topics of Interest

An overview of the ways GE Healthcare used Clarabridge to discover new customer insights and leverage previously untapped information using advanced text analytics.

Learn More
banner
ADP Embraces Service Approach to Social Media Engagement

An overview of the ways ADP used Clarabridge to facilitate communication with its customers, increase satisfaction, transform its digital experience and understand the impact of its social presence as a B2B company.

Learn More

Request a Demo