Cunard and P&O Cruises have created a new quarterly newsletter to educate agents on new campaigns, offers and news updates.
The first edition of the digital Partnerships Newsletter will be sent out to agents later today.
It will include campaign information, offers and incentives for agents and will feature a different member of the Cunard and P&O Cruises Partnership team each time. Alex White, vice president of sales, is the first team member in the spotlight. It will also see agents featured each quarter.
Natasha Richardson, director of sales operations, said: “We’ve been looking at different ways we can communicate our messages with agents. We have emails that go out regularly but we wanted a way we can share all of our news and campaigns and incentives in one go – and that’s where the newsletter comes in.”
Richardson and her team are also creating 60-second videos which will be used on social media when either Cunard or P&O Cruises has a new campaign. The ‘Campaign in 60 seconds’ videos will be created for each brand.
In recent weeks the line’s rebranded and updated the Academy Online training course. The previously long and outdated modules have been replaced by shorter, snappy bite size ones, according to Richardson.
“Previously it was a case of death by powerpoint,” she said. “It could take up to 45 minutes to complete a module but now it’s 10 to 20 minutes and they’re a lot more interactive.
“We’ve seen a 90% increase in modules being completed as a result.
“Engagement since launch has been fantastic and feedback from agents proves the Academy Online has increased sales for those who have completed modules to date.
“Plus, the more you know about our ships and experiences the better the overall experience you can offer your own customers during the planning and booking process.”
Asked whether previous issues with the call centre had been resolved, Richardson said yesterday’s call volumes had returned to normal. “We want to continue to improve this moving forward,” she added.