Cruise Unique case study | Feefo

Cruise Unique is a specialised travel agency offering bespoke cruise packages that blend unforgettable voyages with curated land-based experiences.

These include eco-friendly partnerships with cruise lines that prioritize environmental sustainability, and promoting destinations that practice responsible tourism.

The challenge – building a trusted reputation

With the cruise travel market becoming increasingly competitive, Cruise Unique needed a way to stand out and build trust with potential customers.

The company faced difficulty in gathering and showcasing authentic customer feedback, while monitoring and responding to this feedback across various platforms was cumbersome.

This made it difficult to address concerns promptly and maintain a positive brand image, which also limited opportunity for improvement.

The solution – verified reviews

They wanted a solution that could enhance their reputation for transparency and reliability. A platform that would help influence customer decisions by showcasing authentic, verified reviews that highlighted their exceptional service. 

To address these challenges, Cruise Unique partnered with Feefo, the verified reviews platform.

“Without a structured platform like Feefo, we found it difficult to consistently collect, showcase, and utilize customer reviews to improve our services.”

James Pickford, CEO, Cruise Unique

This collaboration enabled Cruise Unique to:

• Implement a feedback-centric strategy. By integrating Feefo into every stage of the customer journey, Cruise Unique collected actionable insights before, during, and after each trip.
• Showcase verified reviews for transparency. Verified reviews provide potential customers with a clear, unbiased view of the exceptional experiences offered by the company, reinforcing trust and credibility.
• Centralise reputation management. Feefo streamlined feedback collection and response processes, enabling timely engagement with customer concerns and efficient resolution.
• Leverage feedback for advocacy and marketing. Positive reviews were strategically integrated into website content, social media campaigns, and promotional materials, amplifying the voice of satisfied customers and enhancing brand reputation.

The results - increased engagement and improved operations.

The use of Feefo’s verified reviews has helped build confidence among potential customers, with increased interest in their unique cruises.  

Feedback has shaped marketing materials, FAQ pages, and blogs, aligning content with customer needs and interests. Increased website bookings – instead of the traditional phone call - have shifted Cruise Unique’s focus further online.

They have enhanced their customer insights by strategically collecting digital feedback across online reviews and social media platforms. This has improved their ability to tailor their approach to meet evolving customer expectations.

Future Vision

“Feefo's tools will play a key role in helping us collect valuable insights, enhance customer trust, and refine our offerings based on real-time feedback.”

James Pickford, CEO Cruise Unique

Cruise Unique envisions a deeper partnership with Feefo, incorporating advanced tools like sentiment analysis and personalised review management. As the company continues to grow, Feefo will remain integral to ensuring a customer-first approach, driving advocacy, and maintaining a competitive edge in the evolving cruise industry.

By embracing feedback and leveraging Feefo’s platform, Cruise Unique is well-positioned to meet changing customer expectations and deliver on its promise of curated, high-quality cruise experiences.

To learn how Feefo’s verified reviews and insight platform could transform your customer service, speak to the team.