‘CRUISE CONTROL’ DIGITAL & COMMS SUPPORT
Following poor consumer reception and lackluster performance, we were engaged to create a new, more robust Cruise Personaliser app solution that could be managed by the local team (rather than the UK) and include a range of new features to facilitate a seamless check-in process and build excitement and confidence in the customer.
Our team worked closely with P&O to scope a technical solution that addressed key business requirements while providing a stable platform for future phases of development.
Cruise Control was the result of that work and incorporated online payments, cruise schedule, and on-demand E-Ticketing – all with a vastly improved, responsive user experience.
Through social sharing we were able to leverage the customer’s natural excitement for their impending holiday, and drive incremental revenue by raising the customer’s awareness of Cruising activities on the stable platform.
Calls to the customer service center regarding the app dropped significantly post-launch and our solution was well received by both P&O and their customers.
User engagement with the new site was high, with over 320,000 customer interactions in the first month alone.
After obtaining their ticket, 90% of customers browsed through to view additional offerings with a 30% conversion rate.