Consistency & customer focus
Background
P&O Cruises is a large subsidiary of the world-renowned Carnival Corporation – the world’s largest cruise company. With their HQ in Southampton, UK P&O travel to over 70 destinations with cruises sold directly online, over the phone and through major travel agents.
Ben was tasked to solve notable issues affecting brand perception and customer service. There was a noticeable trend of growing dissatisfaction among customers, which were negatively impacting their experience and causing operational challenges for the staff. The dissatisfaction was believed to be linked to the information provided about product availability, which varied across different sales channels, including travel agents, phone bookings, and online platforms.
Overall Impact
The resolution of over 40 major inconsistencies not only led to a significant & immediate increase in revenue (over £500k) but also improved customer satisfaction immeasurably – to its highest levels for 5 years.
The positive changes and improved customer feedback resulted in 11% increase in repeat bookings, and 18% improved online visits & social interactions – all directly contributing to the company’s decision to expand its fleet.
So what was done:
Information Assessment:
Ben compared the information available on cruises across the three sales channels to identify discrepancies. He analyzed customer feedback and internal data to understand the breadth and depth of the issues.
Identification and Analysis:
Ben pinpointed the exact points where misinformation was occurring, such as outdated or incorrect cruise details. He investigated why these inconsistencies were happening, which could include a lack of updates, communication gaps, or system errors.
Solution Development:
Ben recommended conducting workshops to educate staff on the importance of accurate information dissemination.
He suggested a protocol for timely updates to all staff whenever new information was available.
He emphasized the need for a robust internal communication system to ensure all teams were aware of the latest updates.
Conclusion
By addressing the problems & briefing teams about fixing them, Ben helped P&O Cruises enhance their customer service, staff focus and operational efficiency, leading to tangible benefits for the company and its customers. The project highlights the critical role of clear communication, accurate information & brand consistency to underpin customer satisfaction and business success.