Page 105 - SUSTAINABILITY REPORT 2016

YOU CUSTOMERS 105

Interpreting changing demands

We keep the promise made to the increasing popularity of cruising perceived and the shore experience as a whole. called Fun & Discovery without stress.
customer by meeting and exceeding their as the most enjoyable form of vacation A specifi c survey was conducted on a The evolution of Costa Tours entailed not
expectations of a very special kind of experience and a great way to visit exotic sample of 2000 passengers, enabling us only the launch of new services and the
vacation. This is also one of Costa’s key places. A number of new options were to collect suggestions and have a fuller enhancement of existing ones off ered
strategic objectives. In turn, by delivering introduced in 2016. The Company added understanding of changing perceptions by local partners at our destinations, but
exceptional experiences for guests we two new Mediterranean itineraries (Greek and expectations of one of the key parts also shoreside reorganization with the
build trust and enhance our reputation, Islands - Sardinia & Balearic Islands) of any cruise holiday. The resulting action creation of new positions: the Corporate
this being essential for our relational capital targeting younger cruisers. Further afi eld, plan focused primarily on the authenticity Destination Manager with responsibility
and our long-term business development. we opened a new route in the Indian Ocean of the shore experience and catering to for aligning the procedures with the new
Accordingly, at every stage of design and taking in India, Sri Lanka and the Maldives. the demand for visits to places off the approach (some 2200 tour descriptions
delivery of the product, the Company A fi rst for the cruise industry and package beaten track taking people into the heart rewritten to make them more subjective)
pursues solutions that will respond to the holidays generally, this itinerary off ers the of a destination. Key aspects include: and the group tour expert, off ering travel
demands of our customer base clearly, novelty of longer overnight stays allowing priority disembarkation and fast track agencies booking groups on board Costa
transparently and eff ectively. guests to really get to know each port of entry privileges at museums and other ships specifi c consultancy on the most
call and go on more than one shore tour tourist attractions; guaranteed quality suitable excursions, with organization
Introduction of new cruise routes in each destination. Another particularly with qualifi ed operators and multilingual of tours and the creation of special
exclusive innovation is the stopover at Sir guides; full assistance and complete safety; personalized programs. This type of
A corollary of the massive growth in Bani Yas, a stunningly beautiful natural guaranteed price and rescheduling of service enhances the appeal of our cruises
demand for cruising in recent years is paradise with private beaches, located off excursions in the event of changes to the for consumers and therefore gives the
the opening of new routes sailing to new the southwest coast of Abu Dhabi. itinerary. Costa Cruises’ main action in Company and its agencies a competitive
destinations in response to the need for Feedback from guests was used in the response to the survey fi ndings was the edge and an additional opportunity for
continuous product innovation and to the reporting period to review the tour program introduction of a new excursion program business.