The Norwegian Cruise Line Offers Direct Representative Assistance
Vasiliki Marapas — June 2, 2014 — World
References: ncl & retailtouchpoints
The Norwegian Cruise Line's e-Commerce department knows that customer satisfaction is paramount, which is why it is one of the first companies to utilize consumer feedback in the form of comments, forums and tips. The ultimate aim is to educate the site's visitors on the cruising experience.
The e-Commerce team is dedicated to managing and publishing content that will encourage an online dialogue among potential customers and representatives. The company has introduced Needle, a chat service which has had a significant impact on the company's revenue. Vice President of e-Commerce Rob Casas explains, “Needle reinforced our beliefs on the impact our advocates have on our business and the positive level of influence they can deliver during the cruise purchase consideration process.”
Needle uses targeted banners and other action-encouraging tactics to invite customer engagement. Representatives then help consumers choose their cruises and amenities based on their wants and needs, as opposed to unsavory topics such as pricing and booking.
The e-Commerce team is dedicated to managing and publishing content that will encourage an online dialogue among potential customers and representatives. The company has introduced Needle, a chat service which has had a significant impact on the company's revenue. Vice President of e-Commerce Rob Casas explains, “Needle reinforced our beliefs on the impact our advocates have on our business and the positive level of influence they can deliver during the cruise purchase consideration process.”
Needle uses targeted banners and other action-encouraging tactics to invite customer engagement. Representatives then help consumers choose their cruises and amenities based on their wants and needs, as opposed to unsavory topics such as pricing and booking.
Trend Themes
1. Consumer Feedback Utilization - Utilizing consumer feedback in the form of comments, forums, and tips to improve customer satisfaction and the cruising experience.
2. Online Dialogue Encouragement - Encouraging an online dialogue among potential customers and representatives through chat services and targeted engagement tactics.
3. Advocate Influence - Recognizing the positive level of influence advocates can deliver during the cruise purchase consideration process.
Industry Implications
1. E-commerce - Utilizing chat services and consumer feedback to enhance the online shopping experience in the cruise industry.
2. Customer Service - Implementing chat services and targeted engagement tactics to improve customer satisfaction and interactions in the cruise industry.
3. Travel and Tourism - Using consumer feedback and online dialogue to enhance the overall cruising experience and attract more customers in the travel and tourism industry.
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