6 CARNIVAL CRUISE LINES CASE STUDY 2 Another threat is the increasing amount of

6 carnival cruise lines case study 2 another threat

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CARNIVAL CRUISE LINES CASE STUDY 2. Another threat is the increasing amount of terrorist attacks around the world. Consumers are more scared than ever to travel to countries outside of the United States, and Europe has been having a string of attacks as of lately. 3. Carnival Cruise Lines is also threatened by the world of social media. Promoters and detractors have a huge pull on customers that are trying to decide on a cruise line to go with. If there are more negative feedbacks than positive in the world of social media, consumers will see that. 4. A final threat is one that is not controlled by anyone: the weather. While there are many locations for the cruise line to go in the Caribbean, the Caribbean is known to have many tropical storms. This is increasing with global warming, as there are more and more severe storms around the world. VII. TWO ALTERNATIVES a. One alternative that could be used by Carnival Cruise Lines is to have a specific forum within their website to explain what the cause of any technical issues or human errors that are being given to them through customer feedback, and tell consumers what they are doing to rectify the technical issues, and that they are attempting to minimize the repeat of human error by giving that employee additional training and education, so that they can reduce these errors going forward. This would be effective, because it shows that they are just human, and humans make mistakes, in addition to the fact that sometimes technology can go haywire, but they are doing all they can to stop the issues from happening in the future. The way that this could be measured is that with more and more individuals speaking and reading on these forums, are there more customers that are returning for an additional cruise with company to see what/if anything has changed. 7
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CARNIVAL CRUISE LINES CASE STUDY b. A second alternative that could be utilized is that Carnival Cruise Lines can use their social media comments to pinpoint these unsatisfied customers that were aboard any ship that had any technical issues or any other crisis, and offer special promotions coupled with a high level of customer service to turn that once detractor into a promoter. There should be the stipulation that the customer that does use these promotions to go on additional cruises to go back to their comment and give an honest update. If Carnival can update these negative comments with positive experiences, it will show how they have stepped their game up in the cruise world. A way that this could be measured is to have the compare the negative comments with how many of those comments are updated with positive experiences. VIII. RECOMMENDATION a. The recommendation that would be best for Carnival Cruise Lines would be to offer special promotions to detractors on social media that were aboard cruises that had technical issues or any other kind of crisis, and after, the customer would be asked to update their comment with an honest updated review. The
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