Webvan provides customers a convenient channel to get to us. Our two most successful e-mail programs are the Trip Guide and Traveler Alert. For our most popular destinations, travelers who book their flights on Expedia will receive a Trip Guide e-mail a week prior to departure. The Traveler Alert advises our customers to reconfirm their travel arrangements due to weather or other difficulties. These are two examples of how Expedia is utilizing timely and relevant information to the full benefit of our customers, regardless of how large or small a segment we are talking to.
Customers seem to like the added value it brings to our service.
It used to be that if a customer had 10 prescriptions, we would send 10 e-mail reminders. They did not like that. Now we consolidate all reminders into one easy to use e-mail. Therefore, these e-mails simply remind the customer it s time to visit us again. Customers appreciate us protecting their privacy and not abusing the privileged information they give us.