Expedia, Amazon top online customer loyalty survey

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Online travel portal Expedia placed first in the 2000 Brand Keys Customer Loyalty Awards, besting competitors Travelocity, Preview Travel, Priceline.com, Excite and Fodors.com. In other online categories, Amazon.com, Charles Schwab and HotBot finished first.

Brand Keys, a New York loyalty-marketing consultancy (www.brandkeys.com), began surveying online marketing sites in 1999; the survey examines loyalty-marketing strategies to determine which components result in long-term customer loyalty and how that affects future buying behavior for the next 18 to 24 months.

For Expedia, relevant content and an easy-to-use site with trip-planning capabilities led to the first place score among travel sites; Amazon.com led competitors in the books and music category; Charles Schwab led online brokerages and HotBot finished first among search engines.

Copyright January 2001, Crain Communications Inc.

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