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Expedia excels with a consumercomesfirst attitude

first_imgExpedia excels in APAC with a consumer-comes-first attitude. By placing the consumer at the forefront of everyday business, Expedia managing director Georg Ruebensal aims to “increase conversion and improve efficiency” throughout the Asia Pacific region.Since registering an 18 percent drop in profits for the third quarter of 2012, Expedia has come full circle and is intent on improving customer service in order to rejuvenate business.“The core of our business optimisation is to really improve the whole customer experience,” Mr Ruebensal told e-Travel Blackboard.“We’re currently experiencing top-line growth and the conversion of shoppers to bookings is growing exponentially – our share price is the best indicator of our market position.”Webjet’s recent acquisition of Zuji has made for a more competitive and exciting market.“I’m not going to lie; it’s not making it easy for us. It’s likely more troubling for our competitors than for us,” Mr Ruebensal said. “We always welcome competition as it forces us to move forward and invest in new technology.“We have a lot of new products going out.”The joint venture, AirAsiaExpedia, has been gaining ground since its inception earlier this year.“AirAsia has a very recognisable brand in the Asia Pacific marketplace,” Mr Ruebensal said. “Their expertise is guaranteed, therefore bundling packages with them just makes sense.”With plenty on the horizon next year, including the traveller preferred program, “the outlook for advanced bookings indicates that the market is not softening and we’re very excited for our future plans.”“We want to make it very clear,” Mr Ruebensal said.“When it’s right for the consumer, it’s right for us.” Source = e-Travel Blackboard: P.Tlast_img

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