1. Experience Your City Like
Never Before
Heather, Claire, Marissa, Emilee, Alissa, Nikia, Jennifer, & Alex

2. #ItAllStartsHere
• Winning the moment every time!
• The guest is always right
• Number one choice for every event

3. Winning the Moment
Pre-Cruise
Cruise
Time
Post-Cruise
● Waitlist ● Ordering Alternative: Tablet ● Loyalty Program

4. The Waitlist
Process
• Utilize wait list item on EBMS
• Utilize Sales Force to send texts
• Assigned specific guest service team
Benefits
• Maximizing capacity
• Encouraging future cruisers
• Guest loyalty

5. Ordering Alternative: Tablet

6. Tablets
Tabs
• Meet the Crew
• Expected Cruise Route
• Order
• Contest
• Social
• Check-out
• Leave a Review
Benefits
• Maximize efficiency
• Informative
• Personal connection

7. EC REWARDS: LOYALTY PROGRAMS

8. EC Rewards: Meet FLEET TREATS☺
Process
• Value guests
• Encourage returning guests
• Simplify process
• EBMS account
Benefits
• No rescheduling fees
• Promotional emails
• Refer-a-friend
• Two vessel special
• Three floats your boat

9. Mission: TO WOW
Waitlist:
o Maximize capacity
o Encourages future cruisers
o Guest loyalty
Tablet:
o Maximize efficiency
o Informative
o Personal connection
Rewards:
Targets millennials
Raises retention rate
Guest involvement

10. Questions?

11. Bibliography
Amazon. "Stand for 7-10 Inch Tablets, Swivel Base, Plastic, Black by KANTEK INC. (Catalog Category: Computer/Supplies & Data
Storage / Notebook/PDA & Mobile Computing Accessories)." Amazon.com: : Electronics. Amazon.com, 08 Aug. 2016.
Web. 08 Aug. 2016.
Banks, Angelo. Personal Interview. 2 August 2016.
Baveja, Sarabjit Singh, Sharad Rastogi, and Chris Zook. "The Value of Online Customer Loyalty.” Bain.com. Bain and Company Inc.
Web. 8 Aug. 2016.
Buy, Best. "Amazon - Fire 7" Tablet 16GB - Black." Best Buy. Best Buy, 08 Aug. 2016. Web. 08 Aug. 2016.
“Editions & Pricing - Marketing Cloud - Salesforce.com.” Salesforce.com. Web. 01 Aug. 2016.
EZee IMenu. "Features." Restaurant Menu App EZee I-Menu for Table-top Tablet Ordering Android IPad. EZee IMenu, 08 Aug. 2016.
Web. 08 Aug. 2016.

12. Bibliography Continued
"Oracle Customer Experience (CX) Service." Customer Experience Service. Oracle, 2016. Web. 08 Aug. 2016.
Prillman, Angela. "Infographic: How Customer Lifetime Value Affects Your Business, and 5 Ways to Increase It | FiveStars I
INSIGHTS." INSIGHTS. FiveStars, 17 Sept. 2013. Web. 08 Aug. 2016.
Reichheld, Frederick F. "The Economics of E-Loyalty." HBS Working Knowledge. Harvard Business School Press, July-Aug.
2000. Web. 08 Aug. 2016.
Singer, Marie-Claude Nideau and Marc. "The Secret To Creating Loyalty Programs That Actually Work." Business Insider.
Business Insider, Inc, 21 Mar. 2014. Web. 13 July 2016.
Wikipedia. "CCwiki." Wikipedia. Entertainment Cruises, 08 Aug. 2016. Web. 08 Aug. 2016.