Utilising Medallia’s digital capabilities to combine digital feedback with Digital Experience Analytics provides City Cruises with an end-to-end understanding of how customers are navigating their journeys online.
Medallia, Inc., a customer and employee experience solutions provider, has announced a new partnership with City Cruises, part of the Hornblower Group. City Cruises is leveraging Medallia to capture real-time insights and feedback from users across its digital channels, empowering data-driven actions to improve the CX.
Hornblower Group’s global portfolio covers over 10 countries, and over 50 US cities and serves more than 20 million guests annually, with offerings including dining and sightseeing cruises, land-based experiences (walking and food tours) and ferry and transportation services
Seeking maximum visibility into its guests’ digital friction points, City Cruises chose Medallia for its strong reputation in the CX industry.
Utilising Medallia’s digital capabilities to combine digital feedback with Digital Experience Analytics provides City Cruises with an end-to-end understanding of how customers are navigating their journeys online, especially what’s keeping them engaged versus what is causing frustration and lost revenue.
“Initial digital engagement plays a vital role in shaping the tone for customers’ onboard experiences, whether that’s celebrating a special occasion, exploring iconic landmarks or enjoying a once-in-a-lifetime concert opportunity,” said Kacy Roseberry, Vice President of Ecommerce and CRM at Hornblower Group.
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“Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.”
Medallia equips City Cruises with the ability to identify friction points in the checkout experience, track user satisfaction over time, and detect patterns in issues.
These contextual details will be used to inform website improvements, refine search and discovery opportunities, drive self-service enhancements, shape user communication strategies, and more.
“The work City Cruises is doing with Medallia will not only amplify the voices of their customers, but also empower the team with the right actions and strategy to stay ahead of customers,” said Mark Bishof, CEO of Medallia.
“Unifying customer signals and automating insights across the organisation will help City Cruises accelerate digital transformation. It will also improve guest satisfaction, driving customer loyalty and lifetime value with the brand.”
As visibility into the guest experience grows, City Cruises will analyse user sentiment shifts on channels, Net Promoter Score (NPS) conversion rates, and changes in revenue to measure and drive success. Through these improvements recognised with Medallia, City Cruises aims to improve customer loyalty while growing revenue.
The information gathered from Medallia will also be used to support the strategy and development of customised websites for Hornblower Group, creating a tailored, tiered product experience for each brand within its portfolio, including City Cruises.
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