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Change Your Life - Join the travel industry
- 1. Thank you for joining us! We will begin shortly. Pat Heathfield 1-877-767-7327 ext. 3586 [email_address] Let The #1 Brand In Travel Work For You
- 3. Stronger. Together ®
- 5. 31 more new ships debuting by 2013! Investing Billions In New Ships www.oasisoftheseas.com
- 8. Expedia CruiseShipCenters Booked Sales ($) Continuous Growth Average Annual Growth 21% - 3 times the industry average Booked Customers 47,290 58,753 69,383 89,500 105,930 114,246
- 9. Awards & Accolades Top seller with all major cruise lines Carnival Cruise Lines National Account of the Year Celebrity Cruises Top National Account - Overall Holland America Line Centurion Sales Award Norwegian Cruise Line Captain’s Club Platinum Oceania Cruises Connoisseur’s Club Princess Cruises Marketer of the Year Royal Caribbean Royal Family Award Canadian Franchise Association Award of Excellence, 2006 & 2007
- 12. Customers For Life Customers for Life Permission Marketing Customer Service Retention Marketing Professional Sales Attraction Marketing Training
- 14. Your Circle Of Influence Friends Family Associates You already know people who would love to join your 7SEAS ® Club! Clubs
- 16. Build Rapport with Personalized Email Linked to Your Personal Website Website Features All Details Client contacts you (Pre-populated email) To Your Email Inbox Your follow-up call Permission Marketing
- 21. Customers For Life Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust Receive Buying Signal Research and Present Answer Questions / Objections Complete the Sale Permission Marketing Professional Sales
- 28. Customers For Life Add-on Sales Back Office Customer Communication Customer Service
- 31. Customer Loyalty Retention Marketing Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card
- 35. Cruise Line Promotions $14.9 Million!
- 36. CruiseDesk ® - Enterprise CRM PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MARKETING Customers for Life Receive Buying Signal Research and Present Answer Questions / Overcome Objections Complete the Sale Add-on Sales Back Office Customer Communication Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card ATTRACTION MARKETING Personal Selling Direct Marketing Advertising Promotional Sales Public Relations Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust TRAINING
- 37. CruiseDesk ® - Enterprise CRM BDM & Partner Support PERMISSION MARKETING PROFESSIONAL SALES CUSTOMER SERVICE RETENTION MARKETING Customers for Life Receive Buying Signal Research and Present Answer Questions / Overcome Objections Complete the Sale Add-on Sales Back Office Customer Communication Cruise Line Promotions 7SEAS ® Email Marketing Dream Voyages ® Magazine Loyalty Program Welcome Home Call Welcome Home Email Thank You Card ATTRACTION MARKETING Personal Selling Direct Marketing Advertising Promotional Sales Public Relations Establish Rapport Qualify Customer Needs Enter into 7SEAS ® Club Build Rapport and Trust TRAINING
- 42. Commission Schedule Commissionable Cruise Fare (per couple) $2,200 Gross Revenue Paid By Supplier @ 16% $352 Gross Commission $352 Center-based Agents @ 40% – 54% $140 - $190 Home-based Agents @ 70% $246
- 43. Non-Cruise Bookings Product Base Commission Car 4 – 5 % Hotel 10 % Insurance 25 – 40% Land Vacations 13 – 15% Shore Excursions 10%
Notas del editor
- #1 by being focused Entrepreneurial Dreams of our Franchise Partners and their customers (the agent) who makes their customer’s (the traveler) dreams come true. Our values are straightforward and are lived throughout the organization Some of the fun comes onboard our National Conference – this is our Franchise Partners aboard the Caribbean Princess in 2007.
- Over 40 years of continuous growth New ships coming out every year
- 2,100% growth since 1970 18 New Ships for 2009 – 11 Ocean and 7 River Cruise 1980’s - Nearly 40 new ships were built 1990s - nearly 80 new ships debuted. By the end of 2006, 76 new ships will have been introduced since 2000.
- The entire Partner Support team is passionate about listening to the wants of agents and delivering programs and systems that meet their changing needs. Our President and CEO, Michael Drever began as a Franchise Partner selling cruises from a packaged office complex. He has been at the helm of the company for nearly twenty years.
- Expedia is the most recognized brand in travel and Expedia Inc. companies operate in North America, Europe, Australia and Asia.
- The cruise industry has grown at about 8% per year Our goal is to outpace industry growth by 3 X every year - we have achieved this objective for over two decades If we were to show the previous 10 years graph – you would see the same growth curve.
- Year after year we are recognized as a top account. Every major cruise line is fully engaged in everything we do, from marketing to training to attending our Cruise to Success rallies, national conference and annual Presidents Circle Awards Gala. Another achievement we are proud of, winning the CFA Award of Excellence two years in a row. This is based on an independent research by Ryerson University through a survey conducted directly with our Franchise Partners.
- Franchising is all about systems. At Expedia CruiseShipCenters everyone works on one system – CruiseDesk. We call it Enterprise Customer Relationship Management because it facilitates the 360 degree operation of the business – Enterprise wide. From the individual travel agent to the Chief Executive, the tools to manage the business are built into the system.
- This is our Cycle of Success. Find people who are interested in vacation travel. With their permission, market to them on a consistent basis. Provide sales and service to however they prefer - in person, over the phone or online. Deploy a retention marketing strategy to “keep customers for life”. This result of this cycle is Advocacy – which is simply customer referrals and raving fans.
- Images from left to right: Flyer - $0.10 each 7SEAS Brochure - $0.30 each Postcard - $0.15 each Ballot Box - $9.90 each
- Every email is linked to your website The website has an incredible amount of information – itineraries, ship and cruise line information, 360 degree tours, current pricing for all stateroom categories and more. When a client clicks on the “Book It” link – a pre-populated email is sent to your private business email account. This gives you information on the specific cruise the client is interested in – complete with departure date, ship, destination etc. Your follow-up call builds additional report and generates more sales.
- Permission Marketing is personalized, relevant and anticipated. Once your clients are 7SEAS members, the system automatically builds rapport with regular communication. Newsletters are personalized to the client from the individual agent There are 7 publications to meet the clients preferences CruiseShipNews is a blend of interesting editorial and vacation offers CruiseShipWeekly keeps them informed of the latest offers to their destination of choice CruiseShipFlash is for those who are looking for last minute specials and exclusive offers we are not allowed to advertise to the public SunDreams is for those clients interested in land-based vacations And for clients who prefer luxury and specialty cruise lines – we are introducing a unique newsletter that features those products.
- Every retail location and each individual Cruise Consultant has their own personal website. Because we are customer-centric, leads from our top-level domains (cruiseshipcenters.com and .ca) are routed by geography – to match the customer to the Expedia CruiseShipCenters office in their area. Leads can then be forwarded to individual consultants for follow-up.
- Search over 10,000 departures in just seconds. Choose any number of criteria including a port of call that the cruise stops. If your customer dreams of Venice, just use that as the criteria and any cruise that stops there will appear in the results.
- These one page sell sheets are personalized with the agent contact info, include all the detail of itinerary, price by stateroom and upgrade messaging.
- CruiseDesk is linked directly to cruise line inventory systems. You will see the same information as their reservation agents including real-time stateroom availability and pricing.
- CruiseDesk eliminates duplicate data entry by merging customer data with booking information so you spend far less time on administration. Even if you made the booking over the phone, CruiseDesk will retrieve the information from the cruise line system.
- CruiseDesk keeps you organized with every booking through automated activity reminders.
- Business Development Manager in every region we have centers Key Result Areas Implement Marketing programs Attract, retain and train Cruise Sales Consultants Review and implement operational systems for efficiencies
- CruiseDesk helps you manage day-to-day operations and business planning with powerful and easy to use reporting tools.
- Extremely low pricing due to economies of scale: $0.61 blank, $0.71 personalized
- Reach: Sending approximately 750 K per month Generates an approximate 10,00 enquiries per month. Dual Currency (CAD & USD) Dual Language (FR and EN) Personalized and linked to consultant specific web sites for click through
- Examples are princess, Hal, Cunard and Crystal. Mention that Cruise Line and Luxury and preferences are in 7SEAS.
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- Average Booking - $3,200 per couple Cruise - $2,400 NCF’s - $600 Taxes - $200
- Non-Cruise Suppliers Trafalgar Contiki SW Vacations Alaska Airlines Vacations FunJet NWA Vacations MLT Vacations Delta Vacations Continental Vacations HotelsTA.com TransHotelsUSA Disney Destinations Sandals Resorts GoGo Vacations Classic Vacations Travel Impressions Future Vacations C & H International (Air Consolidator) VaxVacationAccess.com … and more