Change Your Life - Join the travel industry


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Expedia CruiseShipCenters is seeking new Franchise Partners and independent Cruise Consultants throughout the USA and Canada.

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  • #1 by being focused Entrepreneurial Dreams of our Franchise Partners and their customers (the agent) who makes their customer’s (the traveler) dreams come true. Our values are straightforward and are lived throughout the organization Some of the fun comes onboard our National Conference – this is our Franchise Partners aboard the Caribbean Princess in 2007.
  • Over 40 years of continuous growth New ships coming out every year
  • 2,100% growth since 1970 18 New Ships for 2009 – 11 Ocean and 7 River Cruise 1980’s - Nearly 40 new ships were built 1990s - nearly 80 new ships debuted. By the end of 2006, 76 new ships will have been introduced since 2000.
  • The entire Partner Support team is passionate about listening to the wants of agents and delivering programs and systems that meet their changing needs. Our President and CEO, Michael Drever began as a Franchise Partner selling cruises from a packaged office complex. He has been at the helm of the company for nearly twenty years.
  • Expedia is the most recognized brand in travel and Expedia Inc. companies operate in North America, Europe, Australia and Asia.
  • The cruise industry has grown at about 8% per year Our goal is to outpace industry growth by 3 X every year - we have achieved this objective for over two decades If we were to show the previous 10 years graph – you would see the same growth curve.
  • Year after year we are recognized as a top account. Every major cruise line is fully engaged in everything we do, from marketing to training to attending our Cruise to Success rallies, national conference and annual Presidents Circle Awards Gala. Another achievement we are proud of, winning the CFA Award of Excellence two years in a row. This is based on an independent research by Ryerson University through a survey conducted directly with our Franchise Partners.
  • Franchising is all about systems. At Expedia CruiseShipCenters everyone works on one system – CruiseDesk. We call it Enterprise Customer Relationship Management because it facilitates the 360 degree operation of the business – Enterprise wide. From the individual travel agent to the Chief Executive, the tools to manage the business are built into the system.
  • This is our Cycle of Success. Find people who are interested in vacation travel. With their permission, market to them on a consistent basis. Provide sales and service to however they prefer - in person, over the phone or online. Deploy a retention marketing strategy to “keep customers for life”. This result of this cycle is Advocacy – which is simply customer referrals and raving fans.
  • Images from left to right: Flyer - $0.10 each 7SEAS Brochure - $0.30 each Postcard - $0.15 each Ballot Box - $9.90 each
  • Every email is linked to your website The website has an incredible amount of information – itineraries, ship and cruise line information, 360 degree tours, current pricing for all stateroom categories and more. When a client clicks on the “Book It” link – a pre-populated email is sent to your private business email account. This gives you information on the specific cruise the client is interested in – complete with departure date, ship, destination etc. Your follow-up call builds additional report and generates more sales.
  • Permission Marketing is personalized, relevant and anticipated. Once your clients are 7SEAS members, the system automatically builds rapport with regular communication. Newsletters are personalized to the client from the individual agent There are 7 publications to meet the clients preferences CruiseShipNews is a blend of interesting editorial and vacation offers CruiseShipWeekly keeps them informed of the latest offers to their destination of choice CruiseShipFlash is for those who are looking for last minute specials and exclusive offers we are not allowed to advertise to the public SunDreams is for those clients interested in land-based vacations And for clients who prefer luxury and specialty cruise lines – we are introducing a unique newsletter that features those products.
  • Every retail location and each individual Cruise Consultant has their own personal website. Because we are customer-centric, leads from our top-level domains ( and .ca) are routed by geography – to match the customer to the Expedia CruiseShipCenters office in their area. Leads can then be forwarded to individual consultants for follow-up.
  • Search over 10,000 departures in just seconds. Choose any number of criteria including a port of call that the cruise stops. If your customer dreams of Venice, just use that as the criteria and any cruise that stops there will appear in the results.
  • These one page sell sheets are personalized with the agent contact info, include all the detail of itinerary, price by stateroom and upgrade messaging.
  • CruiseDesk is linked directly to cruise line inventory systems. You will see the same information as their reservation agents including real-time stateroom availability and pricing.
  • CruiseDesk eliminates duplicate data entry by merging customer data with booking information so you spend far less time on administration. Even if you made the booking over the phone, CruiseDesk will retrieve the information from the cruise line system.
  • CruiseDesk keeps you organized with every booking through automated activity reminders.
  • Business Development Manager in every region we have centers Key Result Areas Implement Marketing programs Attract, retain and train Cruise Sales Consultants Review and implement operational systems for efficiencies
  • CruiseDesk helps you manage day-to-day operations and business planning with powerful and easy to use reporting tools.
  • Extremely low pricing due to economies of scale: $0.61 blank, $0.71 personalized
  • Reach: Sending approximately 750 K per month Generates an approximate 10,00 enquiries per month. Dual Currency (CAD & USD) Dual Language (FR and EN) Personalized and linked to consultant specific web sites for click through
  • Examples are princess, Hal, Cunard and Crystal. Mention that Cruise Line and Luxury and preferences are in 7SEAS.
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  • Average Booking - $3,200 per couple Cruise - $2,400 NCF’s - $600 Taxes - $200
  • Non-Cruise Suppliers Trafalgar Contiki SW Vacations Alaska Airlines Vacations FunJet NWA Vacations MLT Vacations Delta Vacations Continental Vacations TransHotelsUSA Disney Destinations Sandals Resorts GoGo Vacations Classic Vacations Travel Impressions Future Vacations C & H International (Air Consolidator) … and more
  • Change Your Life - Join the travel industry

    1. 1. Thank you for joining us! We will begin shortly. Pat Heathfield 1-877-767-7327 ext. 3586 [email_address] Let The #1 Brand In Travel Work For You
    2. 2. Agenda <ul><li>The Cruise Industry </li></ul><ul><li>About Us </li></ul><ul><ul><li>Home-based Cruise Consultants </li></ul></ul><ul><ul><li>Center-based Cruise Consultants </li></ul></ul><ul><li>The CruiseDesk ® Advantage </li></ul><ul><li>Customers for Life </li></ul><ul><li>Next Steps </li></ul><ul><li>Q & A </li></ul>
    3. 3. Stronger. Together ®
    4. 4. <ul><li>The fastest growing segment of vacation travel </li></ul><ul><li>Cruising enjoys the highest customer satisfaction levels, exceeding expectations 87% of the time </li></ul><ul><li>More than 34 million North Americans intend to cruise </li></ul><ul><li>9 out of 10 people who cruise say they will cruise again </li></ul><ul><li>Cruisers are far more likely to use a Travel Agent (83%) </li></ul>The Cruise Industry
    5. 5. 31 more new ships debuting by 2013! Investing Billions In New Ships
    6. 6. <ul><li>Began franchising in 1987 </li></ul><ul><li>Rebranded as Expedia CruiseShipCenters in 2007 </li></ul><ul><li>112 retail locations and 2,500+ Independent Cruise Consultants </li></ul><ul><li>75+ Partner Support Team including: </li></ul><ul><ul><li>Marketing and Sales </li></ul></ul><ul><ul><li>Education and Training </li></ul></ul><ul><ul><li>Business Development </li></ul></ul><ul><ul><li>Product & Supplier Relations </li></ul></ul><ul><ul><li>Information Technology </li></ul></ul>Michael Drever, Founder & CEO About Us
    7. 7. <ul><li>After 20 years of success as CruiseShipCenters ® Expedia Inc. made a strategic investment in our company (2007) </li></ul><ul><li>The family of brands includes: </li></ul><ul><ul><ul><li>Classic Vacations ® </li></ul></ul></ul><ul><ul><ul><li>Cruise Critic ® </li></ul></ul></ul><ul><ul><ul><li> </li></ul></ul></ul><ul><ul><ul><li> ® </li></ul></ul></ul><ul><ul><ul><li>Hotwire ® </li></ul></ul></ul><ul><ul><ul><li>TripAdvisor ® </li></ul></ul></ul>We are NOT
    8. 8. Expedia CruiseShipCenters Booked Sales ($) Continuous Growth Average Annual Growth 21% - 3 times the industry average Booked Customers 47,290 58,753 69,383 89,500 105,930 114,246
    9. 9. Awards & Accolades Top seller with all major cruise lines Carnival Cruise Lines National Account of the Year Celebrity Cruises Top National Account - Overall Holland America Line Centurion Sales Award Norwegian Cruise Line Captain’s Club Platinum Oceania Cruises Connoisseur’s Club Princess Cruises Marketer of the Year Royal Caribbean Royal Family Award Canadian Franchise Association Award of Excellence, 2006 & 2007
    10. 10. The Expedia CruiseShipCenters Way <ul><li>One system supports: </li></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Sales & Customer Service </li></ul></ul><ul><ul><li>Accounting </li></ul></ul><ul><ul><li>Operations </li></ul></ul><ul><ul><li>Business Planning </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Communication </li></ul></ul>
    11. 11. <ul><li>CruiseDesk is optimized for PC’s using the Windows Operating System and the latest version of Internet Explorer. </li></ul><ul><li>Important Note: </li></ul><ul><li>Some CruiseDesk features do not function when using a MAC, therefore we require that all users access the system using a PC. </li></ul>CruiseDesk ®
    12. 12. Customers For Life Customers for Life Permission Marketing Customer Service Retention Marketing Professional Sales Attraction Marketing Training
    13. 13. Attraction Marketing <ul><li>The 7SEAS ® Club </li></ul><ul><ul><li>Client has control over the information they receive </li></ul></ul><ul><ul><li>Nothing is sent without their permission </li></ul></ul>
    14. 14. Your Circle Of Influence Friends Family Associates You already know people who would love to join your 7SEAS ® Club! Clubs
    15. 15. Attraction Marketing <ul><li>Cruise Contests </li></ul><ul><ul><li>Annual “Cruise-A-Day Giveaway” (25 Cruises) </li></ul></ul><ul><ul><li>Annual Cruise For Two with Airfare </li></ul></ul>YOUR CONTACT INFORMATION YOUR MESSAGE
    16. 16. Build Rapport with Personalized Email Linked to Your Personal Website Website Features All Details Client contacts you (Pre-populated email) To Your Email Inbox Your follow-up call Permission Marketing
    17. 17. Personal. Relevant. Anticipated <ul><ul><li>Multiple Publications To Match Client Preferences: </li></ul></ul><ul><ul><ul><li>CruiseShipNews ® </li></ul></ul></ul><ul><ul><ul><li>CruiseShipWeekly ® (3 Editions) </li></ul></ul></ul><ul><ul><ul><ul><li>Caribbean & Mexico </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Alaska </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Europe </li></ul></ul></ul></ul><ul><ul><ul><li>CruiseShipFlash ® – Last Minute Specials </li></ul></ul></ul><ul><li>Newsletters are personalized TO your customer </li></ul><ul><li>FROM YOU and linked back to your personal website </li></ul>Permission Email
    18. 18. Your Personal Website <ul><li>Personally branded to you. . . </li></ul><ul><li>Customizable banners </li></ul><ul><li>14,000+ pages of content </li></ul><ul><li>Over 13,000 ship reviews by our clients </li></ul><ul><li>Over 10,000 departures and more than 2,000 exclusive groups </li></ul><ul><li>100% of leads sent to you </li></ul><ul><li>Detailed itinerary maps, videos, port-of-call information and more </li></ul>Personalize with YOUR photo!
    19. 19. Land Vacations <ul><li>Customers can choose the Land Packages Tab from your personal website. </li></ul><ul><li>Earn 10% Commission on every land booking! </li></ul>
    20. 20. Online Cruise Bookings <ul><li>Customers can now book online through your website! </li></ul><ul><li>Commissions come back to you, even when booking is made online </li></ul><ul><li>CruiseDesk will remind you to follow up for final payments, etc. </li></ul>
    21. 21. Customers For Life Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust Receive Buying Signal Research and Present Answer Questions / Objections Complete the Sale Permission Marketing Professional Sales
    22. 23. Search and sort results by departure date, duration, stateroom category, price, and even port of call! <ul><li>Your Customers Receive: </li></ul><ul><ul><li>Guaranteed space on over 2000 departures </li></ul></ul><ul><ul><li>The best pricing and additional bonus amenities </li></ul></ul>Research
    23. 24. <ul><li>One click to print or email a personalized, custom flyer </li></ul><ul><ul><li>Include personal note </li></ul></ul><ul><ul><li>Send multiple options </li></ul></ul>Present Each flyer contains YOUR contact information!
    24. 25. Create the Booking Online booking and confirmation <ul><li>Book directly using: </li></ul><ul><li>CruiseDesk ® </li></ul><ul><li>Cruise Line Systems </li></ul><ul><li>Telephone </li></ul>
    25. 26. Print or Email Invoice <ul><li>Point and click to create invoice automatically </li></ul><ul><li>One invoice for cruise, hotel, air, insurance and pre/post packages </li></ul><ul><li>No need to enter information twice! </li></ul>HOTEL AIR CRUISE INSURANCE
    26. 27. <ul><li>Activity Reminders Created for: </li></ul><ul><li>Deposit / Final Payment </li></ul><ul><li>Bon Voyage </li></ul><ul><li>Welcome Home </li></ul><ul><li>One-click to mark “done” </li></ul><ul><li>Set manual reminders too! </li></ul>Automated Follow-up
    27. 28. Customers For Life Add-on Sales Back Office Customer Communication Customer Service
    28. 29. Product Knowledge <ul><li>Business Development Managers </li></ul><ul><li>Partner Support Specialists </li></ul><ul><li>Exclusive Cruise to Success ® Conferences @ Sea </li></ul><ul><li>Online learning & webinars </li></ul><ul><li>Product, marketing, and technical support at your service </li></ul>Ongoing education and business coaching Cruise to Success Conference @ Sea Carnival Splendor ® 2009
    29. 30. Business Intelligence Tools <ul><li>Quick and Easy Reporting </li></ul><ul><li>Commissions (Future & Payable) </li></ul><ul><li>Sales by month, cruise line, destination, product type </li></ul><ul><li>This year, last year, month etc. </li></ul><ul><li>By individual agent or agency </li></ul>
    30. 31. Customer Loyalty Retention Marketing Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card
    31. 32. <ul><li>Published quarterly </li></ul><ul><li>Blend of editorial, travel tips, recipes, and product offers </li></ul><ul><li>Product includes popular destinations as well as exotic and luxury </li></ul><ul><li>Lower cost to distribute because of major support of our marketing programs by the cruise lines </li></ul>Customer Loyalty BACK COVER
    32. 33. Welcome Home Email <ul><li>Advantages: </li></ul><ul><ul><li>Automated customer service </li></ul></ul><ul><ul><li>Encourages customers to update their 7SEAS ® Profile </li></ul></ul><ul><li>Populates cruise reviews on your website </li></ul><ul><li>Thousands of reviews by our clients on your website </li></ul>
    33. 34. Email Marketing <ul><li>Further builds your relationship and rapport with your customer </li></ul><ul><li>No cost to agents </li></ul><ul><li>Highest Response Rates </li></ul><ul><li>Low opt-out (less than 1%) </li></ul>
    34. 35. Cruise Line Promotions $14.9 Million!
    35. 36. CruiseDesk ® - Enterprise CRM PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MARKETING Customers for Life Receive Buying Signal Research and Present Answer Questions / Overcome Objections Complete the Sale Add-on Sales Back Office Customer Communication Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card ATTRACTION MARKETING Personal Selling Direct Marketing Advertising Promotional Sales Public Relations Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust TRAINING
    36. 37. CruiseDesk ® - Enterprise CRM BDM & Partner Support PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MARKETING Customers for Life Receive Buying Signal Research and Present Answer Questions / Overcome Objections Complete the Sale Add-on Sales Back Office Customer Communication Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card ATTRACTION MARKETING Personal Selling Direct Marketing Advertising Promotional Sales Public Relations Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust TRAINING
    37. 38. Booking Procedures <ul><li>As an Expedia CruiseShipCenters agent you will book directly with suppliers either online or via telephone </li></ul><ul><li>Access to exclusive contracted rates </li></ul><ul><li>Less administration as with most suppliers, documents and confirmations will be sent directly to you </li></ul><ul><li>CruiseDesk ® gives you the tools you need to manage it all </li></ul>
    38. 39. Commissions <ul><li>With Expedia CruiseShipCenters you will earn the top-level commissions available (average 15%-18% and sometimes as high as 21%) </li></ul><ul><li>For groups, our Tour Conductor policy is simple – if you sell enough staterooms for a TC, you can use it for yourself or the group leader to escort the group. You may also use it as commissionable revenue. </li></ul><ul><li>Commissions are paid by direct deposit 7-14 days after receipt from the suppliers </li></ul>
    39. 40. Home-based Agents <ul><li>Supported through: </li></ul><ul><ul><li>Local Retail Center or Corporate Center (Seattle) </li></ul></ul><ul><ul><li>Self-directed business / hours of operation </li></ul></ul><ul><ul><li>Dedicated Business Development Manager </li></ul></ul><ul><ul><li>Online access to </li></ul></ul><ul><ul><ul><li>Monthly team meetings </li></ul></ul></ul><ul><ul><ul><li>Webinar Training </li></ul></ul></ul><ul><ul><li>In control of marketing plan and quarterly promotions </li></ul></ul>
    40. 41. Retail Center-based <ul><li>Locally supported with: </li></ul><ul><ul><li>Desk and Telephone </li></ul></ul><ul><ul><li>Walk-in and Telephone Leads </li></ul></ul><ul><ul><li>Marketing Support </li></ul></ul><ul><ul><li>Local Promotions </li></ul></ul><ul><ul><li>CruiseDesk fee subsidized by Franchise Partner </li></ul></ul><ul><ul><li>Peer mentoring </li></ul></ul><ul><ul><li>Team environment </li></ul></ul><ul><ul><li>Cruise line in-Center training </li></ul></ul><ul><ul><li>Self-directed business / hours of operation </li></ul></ul>
    41. 42. Commission Schedule Commissionable Cruise Fare (per couple) $2,200 Gross Revenue Paid By Supplier @ 16% $352 Gross Commission $352 Center-based Agents @ 40% – 54% $140 - $190 Home-based Agents @ 70% $246
    42. 43. Non-Cruise Bookings Product Base Commission Car 4 – 5 % Hotel 10 % Insurance 25 – 40% Land Vacations 13 – 15% Shore Excursions 10%
    43. 44. How To Get Started <ul><li>Independent Contractors </li></ul><ul><ul><li>International Cruise Academy ® </li></ul></ul><ul><ul><ul><li>Operations Manual and E-learning Modules </li></ul></ul></ul><ul><ul><ul><li>CruiseDesk </li></ul></ul></ul><ul><ul><ul><li>500 personalized Expedia CruiseShipCenters business cards </li></ul></ul></ul><ul><ul><ul><li>Ongoing training and partner support </li></ul></ul></ul>$299 One-time start-up fee CruiseDesk ® License $ 29 per month (Home-based) $165 per year (Center-based) <ul><li>Includes </li></ul><ul><ul><li>CruiseDesk </li></ul></ul><ul><ul><li>Personal Website </li></ul></ul><ul><ul><li>Unlimited permission–based email </li></ul></ul>
    44. 45. Build Your Travel Business <ul><li>Independent Contractor </li></ul><ul><li>Enjoy the freedom and flexibility to set your own pace. </li></ul><ul><li>Affiliate with the most powerful brand in travel </li></ul>
    45. 46. Cruise to Success ® <ul><li>The #1 Brand in Travel </li></ul><ul><li>Award-Winning Marketing </li></ul><ul><li>CruiseDesk ® </li></ul><ul><li>Purchasing Power and Supplier Relationships </li></ul><ul><li>Website Linked to Your Inbox </li></ul><ul><li>Comprehensive Training </li></ul><ul><li>Extensive Partner Support </li></ul>National Conference Aboard Caribbean Princess
    46. 47. Process <ul><li>Application approved </li></ul><ul><li>Time for you to review contracts </li></ul><ul><li>Agreement signed </li></ul><ul><li>CruiseDesk activated immediately </li></ul><ul><li>Training materials shipped </li></ul><ul><li>Business Development Manager Assigned </li></ul>
    47. 48. Contact <ul><li>Pat Heathfield – 1-877-767-7327 Ext. 3586 </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Fort Lauderdale – 954-349-1330 </li></ul><ul><ul><li>Mary Beth Casey – </li></ul></ul><ul><li>Seattle (Bellevue) – 877-957-7327 Ext. 230 </li></ul><ul><ul><li>Dan Chappelle – </li></ul></ul>