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Home Case Studies A rise in cruise line employee engagement
Two workers in orange helmets and blue overalls are handling a thick rope on a blue deck next to a large ship bell. Machinery and parts of the boat are visible in the background.

A rise in cruise line employee engagement

A major cruise line was challenged to increase employee engagement and retention as well as increase sales performance. The specific challenge was to keep the sales representatives from leaving the company and to drive overall sales performance from two segments: cruise specialists and personal vacation planners.

Results

With a 54:1 return on investment (ROI), the client saw increased employee retention, increased engagement, and better customer service.

Industry

Communications, media, and entertainment

Problem space

Employee engagement

Sales team motivation

Services

Contests and incentives

Gamification

Rewards

Technology

Nitro by Bunchball

Navigating rough waters

A major cruise line was challenged to increase employee engagement and retention as well as increase sales performance. The specific challenge was to keep the sales representatives from leaving the company and to drive overall sales performance from two segments: cruise specialists and personal vacation planners. The sales performance metrics they wanted to focus on were increased bookings, improved conversion rates, and decreased average handling times.

Turning the tide

A gamification strategy was designed, and we integrated Nitro technology into the client’s current technology platform. Strategies for each segment were created, and with the support of the Bunchball team, the client was able to create missions that drive performance and sales goals while increasing retention and engagement.

The platform was launched on a global personalized mobile responsive program with regional weekly and monthly missions and contests.

Smooth sailing

Retention and engagement with the program was over 75% of the total audience, which was 110% over the engagement benchmark. The audience was approximately 900 people, and 66% of the audience sent over 10,000 recognitions, driving engagement and program retention.

Those in the engaged user groups generated $27M in revenue, and the client’s ROI was 54:1.

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