Cruise Holidays reports the launch of a program that helps agents keep in touch with their clients in the critical time between when they book a vacation and when they return home, further reinforcing their value as an end-to-end vacation consultant.
The program consists of a series of communications that delves deep into CruiseWeb data to provide highly customized emails based on the client’s itinerary, date of sailing and other key trip information.
CruiseWeb is Cruise Holidays’ proprietary technology system, serving as a customer relationship management tool completely integrated with booking and accounting.
While exact contents of the communications are not being divulged publicly, Cruise Holidays says the program highlights the crucial role that CruiseWeb plays in all owner and agent activity.
In CruiseWeb, each franchise owner can set up basic communications rules that serve as the default for all reservations, Cruise Holidays says. They can also make changes to these communications rules tailored to individual clients. CruiseWeb then pulls the necessary client information to create a series of personalized communications, sent at the appropriate times according to each traveler’s departure and return date. As long as the agent has opted-in so the client is set to receive communications, it all 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 Mark Schiffner, vice president and chief operating officer of Cruise Holidays.
“Travelers 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. In fact, we are proactively contacting them with advice on additional information that may make their trip even better. How many other agents are doing that on a completely consistent basis?” he asks.
“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,” said Schiffner.
Cruise Holidays, a cruise-specialty retail franchise, has stores and virtual offices in the United States, Canada and the United Kingdom.
Cruise Holidays also provides land tour vacation packages. Founded in 1984, Cruise Holidays is part of Travel Leaders Leisure Group.