Costa Crociere Delivers the Magic of a Cruise Long Before You Step Onboard
by Stephanie Krausse
Posted on 12-03-2018
Planning a vacation is exciting and with so many ways for people to research their next trip, travel companies are looking to stand out with more personalized and responsive services. That’s why Italian cruise line, Costa Crociere, redesigned its digital experience to help people better imagine themselves on a cruise—wherever they are, whatever devices they use—bringing fun and magic to trip research.
The results so far? Total cruise bookings increased by 10 percent. Online sales rose 13 percent, while bounce rates fell 12 percent. The average Net Promoter Score (NPS) across Costa brands also rose 10 points to an impressive 55.
“Experience is everything in our business. We don’t sell physical products or services; we sell memories,” says Alessandro Casellato, ecommerce and digital director, Global and Strategic Marketing at Costa Crociere. “That fantastic customer experience should extend to researching and booking a cruise. We want customers to reach out to us on any touchpoint they desire and in their native language.”
Adobe Experience Cloud powers new digital experiences at Costa Crociere, supporting responsive websites in 19 markets and 12 languages, a mobile app, and powerful insights into how people shop for vacations. It’s how the cruise company is attracting new customers and earning repeat business, igniting their nostalgia and excitement for the next perfect vacation.
Topics: Digital Transformation, customer experience, digital, personalisation, UK, UK Exclusive, Digital EMEA