Which of the above turned a potentially great holiday into a holiday of a lifetime? None of the above!
It genuinely was the members of staff!
EVERY person, at all levels of employment, at all times, was genuinely cheerful, helpful and went out of their way to exceed customer expectations. They clearly enjoy their jobs, they clearly work for a company that values them and they have customers who were on their 11th cruise on THAT ship, on the SAME DECK LEVEL, to be looked after by the SAME CABIN ATTENDANTS year on year.
And the staff are all at sea for a minimum of 6 months at a time, serving on back-to-back cruises. They all develop a binding relationship with the customers.
We all talk about customer service - I used to do so and a lot at that. I have now truly witnessed and experienced outstanding customer service and it is THAT which ensures customers return, year on year, to the same company.
And guess what? They pay VERY high fees for the overall experience. A cruise is not a cheap option! The whole customer experience for my family and self will also ensure we return.
We will have to save up and save up hard to do so. But it was, and will again be, worth every penny.
So, to take your own business to the next level, one thing you could do is to really focus on customer service and customer experience. They will come flocking back, time and time again, and pay handsomely for the privilege too!
Ship ahoy!
John
Source: http://www.ecademy.com/node.php?id=182164
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