Cruise Line Studio

Our customized assessment will help you evaluate your end-to-end customer journey, in both the physical and digital space.  We walk a mile in your customers' shoes (not sure how many laps that is around the promenade) and leverage those observations and findings to boost your service and execution.  This is not a run-of-the-mill secret shopper activity providing feedback, but executive-level experts with significant onboard and shoreside experience that will provide detailed observations, context as to how 'hits and misses' are impacting your brand, and specific recommendations on how to build solid and effective internal controls that will allow you to maximize efficiency and accountability.  Our experts sail and view your product through a completely fresh set of eyes - very, very well-practiced eyes.   MMG experts evaluate specific areas in your shipboard and shore excursion revenue offerings or expand the focus to include the holistic end-to-end experience.  

We gather and evaluate information on how both your customers and your employees feel about their experience.  We dig deep into your efficiency and evaluate every aspect of your leadership structure and day to day operations.

We are also your go-to source for benchmarking sea- and land-based experiences to provide a broad industry view of how your competitors and rivals are performing and the types of innovations they rely on.

How well do you know your passengers?  Really know them?  Assuming they are happy with the products and services your company provides is a big risk. It’s about passenger-centricity.  Knowing exactly how they feel about you (and your competitors), and crafting your products based on their wants and needs is critical to your business success.    

Understanding your officers, staff, and crew is another critical part of the equation, as they are the front line in constant contact with passengers.  Their passion for delivering on your brand promise is just as important as your products and services. We believe that your crew is a critical asset and an important part of the ‘product’ that you sell. Investing the time and energy to understand their attitudes and perceptions and how they impact passenger behavior and engagement is time well spent.  

MMG studies both of these important areas, provides key insights that tie them together, and crafts a plan to address the gap between your brand promise and operational excellence.   

Cruise ship photography is advancing not only because of new ideas and creativity in the photographic experience but from the significant pressure (we would call it a technological arms race) from the broader digital platform enhancements cruise lines are investing in.  Soon, gone will be the days when cruise ship photos were only available for sale on the ship or in a photo gallery.  Cloud technology has changed that model forever.  

COVID-19 has put significant pressure on shipboard gallery experiences that traditionally pack passengers into tight spaces at the end of the cruise to browse photos.  We can assist in evaluating how, where, when, and with whom to invest and plot a strategy that connects to your broader strategic goals, boosts profitability, and gives you confidence that you are spending on the right things at the right time.

MMG’s team of former Disney executive experts led the global retail development “Center of Excellence” - chartered with designing and developing all retail locations across the Walt Disney Parks and Resorts business segment, including Theme Parks, Resorts, and Cruise Line.  Our expertise and industry insights include, branded, co-branded, and themed experiential environments, corporate alliances, merchandising of fashion apparel, jewelry, co-branded luxury products, licensing, sports, art galleries, souvenirs, consumables, holiday and seasonal programs, pin trading, toys, and photo imaging to name a few. 

We advise across all functions of the retail enterprise in both physical and digital channels.  

We create, implement, and elevate experiential environments and experiences with the guest and your profitability in mind.  We also create detailed programs that enable you to maximize ROI through the implementation of key metrics to measure results.

Your contact center team plays a significant role in your success, as they are your guests' very first human connection to your company.  They are your strategic asset.  They are the “magic” that fuels the delivery of your brand promise.  Your customer experience is a collection of a million little things.  But most of all, it’s a commitment to training and empowering your employees to own the moment and create magic for your customers – and each other.  

We help you understand your customer’s needs and create a contact culture that delivers on your brand promise with every single interaction by applying MMG expertise and tools. 

We provide a systematic approach to streamline and improve business productivity and efficiency. We deliver ROI by 1) optimizing workflow between employees and departments, 2) developing role-specific productivity targets, 3) increasing transaction capacity by reducing cycle time, transforming business processes, documenting technical requirements, and modeling operational impacts supporting enterprise technology deployment, 4) conducting quantitative and qualitative user experience testing that optimizes system design, resulting in greater adoption, 5) developing analytical operation models that guide scenario planning and decision-making, 6) minimizing waste and capital expense, and 7) determining labor standards and developing planning tools that improve labor utilization and budgeting accuracy. 

MMG experts understand customer wants and needs, enhancing the experience, driving efficiency, and creating personalized relationships with your brand. We create and implement dynamic  CRM programs that leverage data to optimize CX across every channel.  We transform your existing CRM into an integrated data-driven tool that elevates the customer experience. ​ Our approach focuses on brand consistency while creating a personalized communication stream with your customers. Our experience runs deep, from platform implementation and integration through designing and organizing teams to ensure a dynamic CRM approach.  

Good customer experience does not end with a simple conversion.  It is one step in a cycle that grows as customers continue to interact with your brand. The customer journey is circular and evolves from a purchase, and leads to advocacy and repeat cruisers.  And all aspects apply to new and existing customers.  The ongoing conversation is complex and, if done well, creates loyal customers.  Loyalty can be more than simply a program that incentivizes customers with points, discounts, and onboard rewards.  If used properly, it can increase cruise frequency and be a tremendous tool for capturing extremely rich customer data, helping you better understand your customers' booking patterns and preferences.  MMG experts integrate your data and business goals to create loyalty programs that elevate the customer experience and increase repeat cruisers.

Creating the best customer experience journey isn't only about technology, branding, or marketing.  It's about the customer.  Creating a magical customer experience requires putting the customer in the middle of everything. It involves making holistic changes throughout their journey and keeping them in mind at every touchpoint. ​ MMG experts have led world-class brands from various industries to develop end-to-end customer experience journeys. Our approach allows us to create a meaningful strategy that leverages data to truly understand your customers' wants and needs.