At sea
The cruise sector sometimes has a hard time in terms of image. Polluting ships, crowding tourist areas and imagine you’ll have to spend two weeks in corona quarantine in an inside cabin … But cruising is also a very comfortable way to see much of an area in less time, because of the efficient combination of exploring during the day and sailing at night. In addition, we can learn a lot from the cruise industry in terms of hospitality, processes and comfort. In this article three developments from which we can learn from the cruise sector.
#1: From limitation to experience
#2: Seamless customer experience
Cruise ships are known for their efforts to deliver a seamless customer experience. You will receive a card to which your credit card is linked upon check-in. That way, your cruise pass is all you need on board, for either opening your door, checking in at a restaurant or paying at a bar or shop. To make this even easier, Royal Caribbean, MSC and Disney also offer RFID bracelets with which this is possible. Princess has its own version in the form of a medallion that you can wear as a clip, necklace or bracelet. With the medallion you can also find where, for example, your children are on the ship.
#3: Personalized customer experience
By using technology, the experience on board becomes hyperpersonal. Biometric technology, big data and artificial intelligence collect data and convert it into a more personalized customer experience. Employees also see when it is your birthday or if there is another special event, so that they can respond to it. But it goes further. A history of preferences or allergies can also be viewed. With special tailor-made tips (for example, which wine or theater show you could try), you get tips that match your preferences.
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