Case Study

CELEBRITY CRUISES INCREASES SALES CONVERSION TO 30%

Situation

Celebrity Cruises is a leading luxury cruise line provider with the goal of creating a World Class service culture that differentiates Celebrity Cruises in the industry. Turn call centers into Relationship Centers where employees deliver world class interactions on each call.

Action

TDG collaborated with Celebrity Cruises to:

  1. Systemize the Customer Experience delivered by employees to allow consistency at all levels on all ships
  2. Journey Map to create Experiential Standards for each Customer touch point
  3. Above the line and below the line
  4. Create a day in the life of a customer, service vision, pillars, nevers and always

Results

  • Sales conversion increased to 30%
  • NPS improved 4.2 points in 2 years

We are always looking for ways to get our teams emotionally engaged with our guests and our ‘internal guests’. TDG helped us do that and more by looking at real-life scenarios, highlighting authentic & genuine interactions.

–  Jonathan Meyer, Senior Manager, Service Excellence