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Keeping the promise made
to the customer
In the decision-making process leading
to the purchase of a cruise, the emotional
component plays a key role, creating
expectations of a very special kind of
vacation. Therefore, during the sale it is
important to carefully and clearly provide
to the customer all the relevant details
concerning the product and the holiday
experience that they will have both on
board and ashore; this, in turn, will enable
the customer to evaluate the cruise fairly in
terms of value for money, thus enhancing
the Company’s reputation, which is an
essential part of business sustainability.
To help customers opt for the solution
that best matches their demands and
expectations, Costa Cruises uses the
Internet and has an alliance with over
38,000 partner travel agencies located in
70 countries
worldwide, who are often
the first point of contact for potential
customers.
Relations between the Company and
its travel agents are direct and intended
particularly to ensure their continuous
training and updating re Costa’s product
and services; this is carried out both
offline and online, respectively by means
of the
Costa Sales Academy
on Board
and the web platform
Costa extra
1
, the
biggest Italian online business community
in the travel industry, for agencies in Italy,
France and Spain. These direct links with
travel agents mean that the community
can exchange information in real time,
share experiences and benefit from
mutual learning. At the same time, the use
of webinars leads to a substantial decrease
in the associated travel costs, which also
helps reduce direct emissions.
The “Costa extra” community
1
Web platform entirely dedicated to the
management of communication to and
from the Company.
331
WEBINAR SESSIONS
5,724
TOTAL PARTICIPANTS
Training
2,325
UNIQUE AGENT
VISITORS A DAY
Number of visits
7,638
COMMENTS
ON COSTA EXTRA
Level of interaction
8,400
AGENCIES
REGISTERED
12,000
AGENTS
REGISTERED