Case Study

CELEBRITY CRUISES INCREASES SALES CONVERSION TO 30%

Company Overview

Celebrity Cruises is an award-winning luxury cruise line provider. What sets Celebrity apart from other vacation choices today is the cruise line’s passionate dedication to providing guests with a cruise experience that exceeds expectations.

Situation

Celebrity Cruises wanted to create a consistent world class experience among all its ships that would further differentiate them from their competitors. In addition, they wanted to increase the sales conversion within their call center.

Our Solution

The DiJulius Group helped Celebrity Cruises to:

  1. Systemize the Customer Experience delivered by employees to allow consistency at all levels on every ship
  2. Create Experiential Standards and Above & Beyond Standards at each customer touchpoint
  3. Create the Customer Experience Action Statement, Pillars, Day in the Life of a Customer, and Nevers & Always
  4. Develop Above the Line and Below the Line Standards for the call center

Results

  • Sales conversion increased to 30%
  • NPS improved 4.2 points in 2 years
Celebrity Cruises customer experience

“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