Cruise bookings: Has the digital pivot favored OTAs? Learning from hotel mistakes of 20 years ago

A recent Phocuswire article explained Expedia’s focus on the cruise segment, continuing to invest to capture cruise demand by simplifying the shopping and booking experience, including a big focus on their call center extending the digital experience. The complexities of a cruise conversion make online bookings a challenge—and the cruise brands’ own call centers are at the center of their direct booking activity—so brands cannot stand by and allow another call center to manage their customer relationships.

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Three customer retention strategies that build long-term loyalty

It’s easy to get bogged down with all the changes happening in the marketing world (think: deprecation of third-party identifiers, changing consumer behavior, a pandemic...you get the picture) and forget priority number one, which is keeping our customers happy and coming back to our brand. So, let’s get back to basics and talk about a topic that can save marketers a lot of time and…

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