|Cruise Holidays launches enhanced client engagement program|
|Thursday, 07 June 2012 09:31|
Minneapolis, MN – Cruise Holidays has introduced a new program that uses customized e-mails to keep agents in touch with their clients in the critical time between when they book a vacation and when they return home.
“Travellers do a significant amount of trip research after booking and we want to remind them, through these communications, that if they want to book shore excursions, add travel insurance or just have a question, we have the knowledge and access to the best rates,” says Mark Schiffner, Vice President and Chief Operating Officer of Cruise Holidays.
The program uses the company’s CruiseWeb data to provide highly customized e-mails based on the client’s itinerary, date of sailing and other key trip information. CruiseWeb is Cruise Holidays’ proprietary technology system and serves as a customer relationship management tool integrated with booking and accounting.
While not divulging many details, Cruise Holidays says the new program highlights the role that CruiseWeb plays in all owner and agent activity. Each franchise owner can set up basic communications rules that serve as the default for all reservations, and they can make changes to these communications rules tailored to individual clients. CruiseWeb pulls the necessary client information to create a series of personalized communications, sent at the appropriate times according to each traveller’s departure and return date.
As long as the agent has opted-in so the client is set to receive communications everything happens automatically.
“This program takes the already well-established personal relationships between a Cruise Holidays professional and their client, and it adds another personalized layer, which leads to stronger client retention,” said Schiffner.
“The program is not meant to replace best practices such as a bon voyage or welcome home phone call. However, clients may value having a permanently accessible document with important trip reminders just as much as the phone calls we’re already making,” he added.
Cruise Holidays has stores and virtual offices in Canada, the U.S. and the UK.
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