CASE STUDY: How to establish a strategy to bring the customer on the brand evolution journey

P&O Cruises crafted a customer-centred strategy to guide guests through their brand evolution, focusing on storytelling, engagement, and personalisation. Recognising the importance of emotional connection in travel, the company invested in understanding customer preferences and expectations, using data insights to create experiences and communications that resonate deeply with their audience.

By inviting customers to participate in the evolution journey, P&O Cruises successfully positioned the Carnival brand takeover to their guests, to ensure the customer was integral to the brand’s evolution, fostering a sense of loyalty and shared adventure.

This session will address:

• Thinking through a consumer lens, how do we create consistency when there is a brand takeover, and all customers still expect a personalised experience?
• How can strategic marketing and delivering on product alleviate call center costs?
• Discussing the importance of timings and telling customers the facts and the truth to deliver a brand level of reassurance
• What does it mean to reset the North Star in terms of internal advocation, messaging and external communication through all customer channels?