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Thank you for joining us! We will begin shortly. Pat Heathfield 1-877-767-7327 ext. 3586 [email_address] Let The #1 Brand ...
Agenda <ul><li>The Cruise Industry </li></ul><ul><li>About Us </li></ul><ul><ul><li>Home-based Cruise Consultants </li></u...
Stronger. Together   ®
<ul><li>The fastest growing segment of vacation travel </li></ul><ul><li>Cruising enjoys the highest customer satisfaction...
31 more new ships debuting by 2013! Investing Billions In New Ships www.oasisoftheseas.com
<ul><li>Began franchising in 1987 </li></ul><ul><li>Rebranded as Expedia CruiseShipCenters in 2007 </li></ul><ul><li>112 r...
<ul><li>After 20 years of success as CruiseShipCenters  ®   Expedia Inc. made a strategic investment in our company (2007)...
Expedia CruiseShipCenters Booked Sales ($) Continuous Growth Average  Annual Growth 21% -  3 times the industry average Bo...
Awards & Accolades Top seller with all major cruise lines Carnival Cruise Lines National Account of the Year Celebrity Cru...
The Expedia CruiseShipCenters Way <ul><li>One system supports: </li></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>...
<ul><li>CruiseDesk is optimized for PC’s using the Windows Operating System and the latest version of Internet Explorer. <...
Customers For Life Customers  for Life Permission  Marketing Customer  Service Retention  Marketing Professional  Sales At...
Attraction Marketing <ul><li>The 7SEAS  ®  Club </li></ul><ul><ul><li>Client has control over the information they receive...
Your Circle Of Influence Friends Family Associates You already know people who would love to join your 7SEAS ®  Club! Clubs
Attraction Marketing <ul><li>Cruise Contests </li></ul><ul><ul><li>Annual “Cruise-A-Day Giveaway” (25 Cruises) </li></ul><...
Build Rapport with Personalized Email Linked to Your Personal Website Website Features All Details Client contacts you (Pr...
Personal. Relevant. Anticipated <ul><ul><li>Multiple Publications To Match Client Preferences:   </li></ul></ul><ul><ul><u...
Your Personal Website <ul><li>Personally branded to you. . . </li></ul><ul><li>Customizable banners </li></ul><ul><li>14,0...
Land Vacations  <ul><li>Customers can choose the Land Packages Tab from your personal website. </li></ul><ul><li>Earn 10% ...
Online Cruise Bookings <ul><li>Customers can now  book online through your website! </li></ul><ul><li>Commissions come bac...
Customers For Life Establish Rapport Qualify Customer Needs Enter into 7SEAS ®  Club Build Rapport and Trust Receive Buyin...
 
Search and sort results by departure date, duration, stateroom category, price, and even  port of call! <ul><li>Your Custo...
<ul><li>One click to print or email a personalized, custom flyer </li></ul><ul><ul><li>Include personal note </li></ul></u...
Create the Booking Online booking and confirmation <ul><li>Book directly using: </li></ul><ul><li>CruiseDesk ® </li></ul><...
Print or Email Invoice <ul><li>Point and click to create invoice automatically </li></ul><ul><li>One invoice for cruise, h...
<ul><li>Activity Reminders Created for: </li></ul><ul><li>Deposit / Final Payment  </li></ul><ul><li>Bon Voyage </li></ul>...
Customers For Life Add-on Sales Back Office Customer  Communication Customer Service
Product Knowledge <ul><li>Business Development Managers </li></ul><ul><li>Partner Support Specialists </li></ul><ul><li>Ex...
Business Intelligence Tools <ul><li>Quick and Easy Reporting   </li></ul><ul><li>Commissions (Future & Payable) </li></ul>...
Customer Loyalty Retention Marketing Cruise Line Promotions 7SEAS ®  Email Marketing Dream Voyages ®  Magazine Loyalty Pro...
<ul><li>Published quarterly </li></ul><ul><li>Blend of editorial, travel tips, recipes, and product offers </li></ul><ul><...
Welcome Home Email <ul><li>Advantages:  </li></ul><ul><ul><li>Automated customer service </li></ul></ul><ul><ul><li>Encour...
Email Marketing <ul><li>Further builds your relationship and rapport with your customer </li></ul><ul><li>No cost to agent...
Cruise Line Promotions $14.9 Million!
CruiseDesk ®  - Enterprise CRM PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MARKETING Customers  for...
CruiseDesk ®  - Enterprise CRM BDM & Partner Support PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MA...
Booking Procedures <ul><li>As an Expedia CruiseShipCenters agent you will book directly with suppliers either online or vi...
Commissions <ul><li>With Expedia CruiseShipCenters you will earn the top-level commissions available (average 15%-18%  and...
Home-based Agents <ul><li>Supported through: </li></ul><ul><ul><li>Local Retail Center or Corporate Center (Seattle) </li>...
Retail Center-based <ul><li>Locally supported with: </li></ul><ul><ul><li>Desk and Telephone </li></ul></ul><ul><ul><li>Wa...
Commission Schedule  Commissionable Cruise Fare (per couple) $2,200 Gross Revenue Paid By Supplier @ 16% $352 Gross Commis...
Non-Cruise Bookings Product Base Commission Car 4 – 5 % Hotel 10 % Insurance 25 – 40% Land Vacations 13 – 15% Shore Excurs...
How To Get Started <ul><li>Independent Contractors  </li></ul><ul><ul><li>International Cruise Academy ®   </li></ul></ul>...
Build  Your  Travel Business <ul><li>Independent Contractor  </li></ul><ul><li>Enjoy the freedom and flexibility to set yo...
Cruise to Success ® <ul><li>The #1 Brand in Travel </li></ul><ul><li>Award-Winning Marketing </li></ul><ul><li>CruiseDesk ...
Process <ul><li>Application approved </li></ul><ul><li>Time for you to review contracts </li></ul><ul><li>Agreement signed...
Contact <ul><li>Pat Heathfield – 1-877-767-7327 Ext.  3586 </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Fo...
 
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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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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 www.oasisoftheseas.com
  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>Expedia.com </li></ul></ul></ul><ul><ul><ul><li>Hotels.com ® </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 Expedia.com
  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 – mbcasey@cruiseshipcenters.com </li></ul></ul><ul><li>Seattle (Bellevue) – 877-957-7327 Ext. 230 </li></ul><ul><ul><li>Dan Chappelle – dchappelle@cruiseshipcenters.com </li></ul></ul>

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