Drive conversion and long-term loyalty by creating lasting customer connections

Drive conversion and long-term loyalty by creating lasting customer connections

Global travel and tourism spend regularly exceeds 7.6 trillion U.S. dollars. With so much invested, customers are looking to brands for connected experiences. But in constantly changing economic and political environments, travel and hospitality brands also face the challenge of driving long-term loyalty with customers buying as little as once a year in dynamic and disruptive marketplaces.

Success comes when brands delight at each stage of the customer journey. Understanding customer wants and needs allows brands to effectively exceed expectations across all touchpoints, services and customer communications. We capture, connect and analyze over 2 million responses from global, multi-language travel customers annually, supporting travel agents, international airlines and national tourism boards in connecting with their customers. We bring expert thinking to our programs to capture feedback from transient and unknown customers. Our technology powers real-time data collection targeting the right customers at the right moment of their journey.

A Global Research Partner for Expedia

Expedia needed a way of effectively listening to customers worldwide, using results to strategically improve the customer experience as well as actively monitor hotel intermediaries and partners. They needed a cost-effective, flexible solution that would enable them to reach out to connect with their customers.

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Customer Experience Case Study: British Airways


What people are saying

Listening to feedback from our customers is essential to continually improving the experience of booking travel with Expedia and targeting our reinvestment in the customer experience. Balancing scale and detail is always a challenge and Maru/Matchbox has been a vital partner in managing the scale of our survey communications whilst providing the local language detail we need. Expedia has a strong commitment to delivering a travel service which is relevant to our customers in each market so receiving feedback in local language is crucial to appreciating the exact nuances and tone of feedback.

Stuart Newman,
Director of Customer Experience,
Expedia EMEA.

At Virgin Atlantic we obsess about the voice of the customer and customer feedback. Our work with Maru/Matchbox in general, and on our new website in particular at, has been instrumental in helping us measure the success of our new designs and improved customer experience.

Fergus Boyd,
Manager eBusiness Strategy,
Virgin Atlantic (digital experience programme 2012)

The richness of actionable feedback received [from Maru/Matchbox] has massively exceed our expectations [and] is a hugely important foundation in our quest to build a truly customer centric business.

Commercial and Marketing Director
Mitchells & Butlers

Drive conversion and long-term loyalty by creating lasting customer connections