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HEDNA Mobile Working Group: Mobility, Distribution and Customer Friction
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The HEDNA Mobile Working Group released a new white paper titled 'Mobility, Distribution & Customer Friction' available now on


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Mobility, Distribution and Customer Friction

Posted By HEDNA, Wednesday, July 5, 2017

In 2016, 51.8% of all digital travel booked was done via a mobile device, making it clear that mobile distribution if now the predominant way that consumers research and book travel.

As our world becomes increasingly digital, only the easiest companies to work with across all channels will persevere against traditional competitors and unforeseen disrupters. Organizations without a tailored mobile strategy run the risk of creating unnecessary customer friction and missing out on business from a rapidly growing market segment. 

In this white paper, we will identify and quantify mobile channel customer friction in the hospitality industry, as well as make recommendations to enhance mobile distribution. Areas of focus include:

  • Identifying the primary sources of friction (that is, barriers to conversion) in mobile distribution
  • Discussing the commonalities among low-friction channels
  • Enhancing mobile distribution with proven best practices

Download the HEDNA Mobile Working Group White Paper.

Learn more about the Mobile Working Group and sign up for updates here.

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