Travel and Leisure

Our client aimed to retain customers acquired through direct channels after their first cruise by encouraging them to join the loyalty program, fostering long-term engagement, and converting them into repeat buyers. The challenge was to create a personalised and proactive relationship model that would strengthen customer connections and enhance brand loyalty.

Since 2018, our client has entrusted us with managing and commercially developing a share of its Italian client portfolio through a dedicated team of Personal Cruiser Assistants (PCAs).

These are our key activities to enhance customer engagement and loyalty:

• Outbound Campaigns: we conducted targeted outreach to engage customers after their first cruise, encouraging them to join the company’s loyalty program.
• Personalised Customer Management: each outbound team member managed a dedicated customer portfolio, establishing a direct and personal relationship.
• First contact approach: during the initial interaction, the PCA introduced themselves as the customer’s personal assistant, providing direct contact details for future communication.
• Customer profile enrichment: gathered and updated customer preferences based on interactions, all customer emails were sent directly from the personal assistant’s company email account, reinforcing the relationship and trust, enhancing personalisation and engagement.