Carnival UK
Re-framing the cruise journey
THE CHALLENGE:
WHAT WE DID:
Reframing their cruise-centric view of the world through a broader holiday lens, allowed us to identify what would set Cunard and P&O Cruises ahead of the wider market and bring in the next generation.
THE RESULT:
Immersing ourselves in the world of cruising and beyond, and speaking to cruisers around the world, enabled us to create an end-to-end holiday customer journey framework, with a common language for the business. Against this, we then developed brand-specific customer experience principles & signature moments, to create an enduring shift in the customer experience.
By:
Joyce Esser