Expedia cites multi-million investment in user experience for boost in repeat customers
Believe it or not, Expedia spends somewhere between $500 million and $600 million every year on technology to “improve the customer experience”.
This level of investment is being cited as a reason for a significant number of repeat customers coming to online travel agency’s main website in recent years.
Vikram Malhi, managing director of Expedia Asia, speaking at a Bangalore conference run by the Singapore Tourism Board and WebInTravel, says investing in user experience can lay claim to the up-tick in repeat customers in countries such as India.
In particular, among the lines of businesses that Expedia Asia focuses on, Malhi says the hotel business is performing “really well”.