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CUSTOMERS.COM® RESEARCH FROM THE PATRICIA SEYBOLD GROUP

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Ronni Marshak Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks’ Web Sites?
By Ronni T. Marshak, Sr. VP and Sr. Consultant, June 25, 2009

 

NETTING IT OUT

Mike and his family want to take a family vacation that overlaps with his son’s seventh birthday. This test drive looks at Mike’s scenario, with its Moments of Truth and metrics. As he checks out how well DisneyWorld, Six Flags, and Colonial Williamsburg can accommodate his needs.

After time on each site, Mike chose Six Flags (despite its chapter 11 protection status) as the destination of choice for the following reasons:

•Clear navigation through the site

•Transparent pricing and complete details on all aspects of the vacation

•The ability to pre-order almost everything directly from the site

•How easy it was to plan and order the vacation and birthday party details

This test drive is actually a pretty basic vacation scenario with the caveat of a sub-scenario of planning a birthday party at the venue during the vacation. Although this scenario looks at the specifics of birthday planning, you can extrapolate for planning any specific activity. And the lessons that can be learned from Mike’s experiences on the sites are relevant to any Web site design.

 

OUR TEST DRIVE SCENARIO

Celebrating Bobby’s Seventh Birthday at a Fun Remote Location

Mike and Carla want to do something special for their son Bobby’s seventh birthday. In a family of five children, Bobby, the second from the youngest and the quietest, often got overlooked in favor of his more boisterous and demanding siblings: Maureen, 15; Katie, 12; Sam, 9; and Molly, 3. This is a good year for the entire family to travel to some fun destination for the birthday celebration—Mike has accumulated enough frequent flyer miles to pay for most of the airline tickets, and travel prices are particularly attractive at the moment. Besides, Bobby has never been on an airplane, and the trip would be a nice bonus adventure for him.

This report continues...  

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