London, 27th June 2011: Tealeaf’s® Customer Experience Management (CEM) software has been deployed by Destinology to help identify, analyse, and resolve customer struggle on its website, www.destinology.co.uk. Due to the high-value nature of the holidays on offer, providing a superior customer experience is vital for Destinology. The unique visibility provided by Tealeaf is now helping Destinology understand how visitors interact with its website and identify areas that need to be optimised.

Using ground-breaking, patented technology, Tealeaf logs both the quantitative and qualitative details of every online interaction. This rich customer experience dataset is then used to explore opportunities for improvement and innovation, drive requirements, and set priorities. This will be particularly important to Destinology over the next six months as it looks to revamp its website. By identifying customer behaviour trends that lead to a successful conversion, the web development and marketing teams’ efforts will be focused on specific site upgrades that will have positive impact on customer experience.

Tealeaf is making an impact on day-to-day basis too. After only a few weeks, Tealeaf is already helping Destinology make the most of its million pound SEO and online marketing campaigns by identifying visitor drop-off. For example, when visitors come to the website from a Google search or third party comparison site, they are shown a page generated dynamically to suit their interests. After viewing customer sessions in Tealeaf, Destinology was able to identify pages that were either blank or contained incorrect information.

Dominic Speakman, founder of Destinology, comments: “As a relatively young company, our primary goal is to provide the best possible experience for our high-end customers across all channels so we can continue to grow. This means having the best website powered by the best technology. To keep this competitive edge, we’re looking to Tealeaf to provide the insights about what our customers are doing on our site so we can make more informed decisions about how to improve the online side of the business.”

John Lillie, Vice President of Tealeaf said: “In the high-end holiday market, every lost site visitor represents significant missed revenue opportunities. Tealeaf gives Destinology unparalleled visibility into what customers are doing on the site, allowing the company to use this insight to help customers that are struggling and optimise the site for both short term fixes and longer term development efforts.”