The company
Pierre & Vacances Center Parcs Group is a leading tourism and hospitality brand, best known for its entertainment villages, leisure activity residences, and hotels.
As Ecommerce and Innovation Director at Center Parcs, Florent Champigny is in charge of ensuring a great customer experience on the brand’s digital channels.
Source: Pierre & Vacances Center Parcs Group
The challenge
With plenty of competition in the travel and tourism space, it's important for Center Parcs to keep up with the changing world of digital to remain competitive and continue delighting its customers.
“For us, a successful customer experience hinges on a number of micro-actions to reduce friction points,” explains Florent. “Digital is a huge driver of growth for us—more than half of our revenue (around $730M) comes from it.”
With this in mind, the team decided to redesign the Center Parcs website.
Their goal was twofold
To ensure a seamless, mobile-first customer experience (a crucial competitive element)
To refine their existing customer journey with a data-driven approach
Declining attention spans and high mobile traffic were driving new patterns of customer behavior. Optimizing our digital customer experience became an essential next step for us to stay competitive.
The solution
Florent’s team used Contentsquare to analyze digital customer behavior across the site. They started by focusing their attention on improving the holiday property search results page.
First, they needed to analyze how customers were using the page. Using Zone-Based Heatmaps, they noticed visitors were interacting heavily with the ‘Number of Rooms’ filter.
With a high click rate and healthy conversion rate, this functionality played a key role in the buyer decision journey. However, it was also buried among dozens of other options, leading to frustrating experiences for some customers.
Thanks to Contentsquare insights, Florent’s team was able to make a data-driven decision to rethink the positioning of the "Number of Rooms" filter. The team placed the filter in the second position on the filter bar, adding a dropdown row of room number tabs to allow users to quickly see which properties could accommodate their party.
With just one click, visitors were now able to quickly filter to suitable properties, helping to streamline the customer journey and removing friction from their journey to purchase.
The team used various other tools within the platform—such as Journey Analysis and Session Replay—to gain a granular understanding of their customer’s online behavior to deliver a site redesign that better catered to the needs of their audience.
The results
The data-driven website redesign helped Florent and his team achieve
A $22.5M increase in annual revenue
A +5% increase in overall conversions
A +46% increase in mobile conversion rate
A +118% increase in mobile revenue
“Mission accomplished,” smiles Florent. “Contentsquare enabled our team to take action around each step of the buyer decision journey, streamlining the customer experience and increasing conversions.”
