A travel and leisure company

The need was to better understand the preferences of European customers and the purchasing behavior of package holidays, particularly cruises.

We created a custom research program to capture overall customer sentiment, current customers' online behavior throughout the shopping cycle from information search to purchase, and define feedback loops across the entire sales structure. We supported this set of insights with insights into preferred locations for customer segments, budget and relationship allocations with different touchpoints, and ad-hoc market sizing.

The customer was able to better define the drivers behind customer choices: where and why it would be possible to influence the purchase and which channel would be the most effective to guarantee customer satisfaction and loyalty throughout the entire purchasing process and with the brand.

  • Service

    Customer Behaviour Analysis

  • Customer

    A travel and leisure company

  • Location

    USA