Here are six takeaways from the Worldchoice conference in Dundalk:
- Cruise Industry Soars: Cruise sales in Ireland experienced a 17pc increase in the first half of the year, with a total of 58,000 cruise packages sold in 2023. The Mediterranean remains the top destination, drawing 35pc of travelers, followed by Northern Europe at 29pc and the Caribbean at 12pc.
- Pricing Strategies: Jennifer Callister from Royal Caribbean advised delegates not to let price concerns deter them when engaging with customers. It’s telling people that when you’re giving them the price of that—whether it’s land-based or cruise—don’t be afraid to say it. You’d be surprised that a lot of people will say, “Okay, that’s okay.” Not everybody, but don’t sell your own wallet. I think it’s just taking that leap of faith and doing it once, and then you’ll see the rewards come in.”
- QR instead of Queue: Aoife Gregg from United Airlines explained that scanning a QR code at the airport and speaking with an agent yields the same result as waiting in line, which many find frustrating. “We all dislike queuing these days—I get annoyed at Tesco! This tool is invaluable and has been a key focus for maintaining consistent customer service,” she noted.
- Culinary Consistency: Emphasizing the significance of consistent food offerings aboard ships, she stated that whether on a small or large vessel, guests can expect the same culinary specialties in the restaurants, ensuring customer satisfaction.
- Navigating Social Media: Agents discussed the distinction between social media marketing and simply using social media. “Driving a car doesn’t make you a mechanic.” Do not rely solely on younger colleagues, as there is a difference between being a digital native and having expertise in social media marketing. Experiment personally first to understand what works before outsourcing.
- New Products, new faces, new suppliers: Agents reported a successful year, highlighted by the introduction of new products and several new suppliers entering the market for the first time.
