Apparently, wealthy consumers, particularly Americans, are essentially an untapped market for cruise lines, according to a global wealth study reported on by Travel Weekly. With the global penetration of upper-income consumers by cruiselines estimated at just 1.2%, a focus on this segment of the market seems like a no-brainer. Is… Read More
It’s no surprise that seamless service and top-notch amenities are what Coyle Hospitality’s cruise mystery shoppers have determined make certain ships more appealing than others. With competition among cruise lines fierce, they continue to up the ante on the guest experience. For instance, we recently reported how Royal Caribbean and… Read More
After meeting my wife for a much needed jolt of Starbucks, we agreed to go our separate ways that afternoon so she could keep up with her Pilates routine at the gym while I sneaked in a few emails to the office. We were to reconvene at Central Park West… Read More
Coyle Hospitality Group’s cruise consultants provide mystery shopping evaluations for ships and itineraries all over the world in an effort to enhance guest service initiatives. Well, it seems cruise lines have been paying attention to guests’ needs, constantly improving and innovating the guest experience – and as a result, the industry overall… Read More
After any service failure, a business has the opportunity to fix the problem. If the business responds quickly, efficiently, and in a straightforward way, it may even end up with higher customer satisfaction and brand loyalty than before the problem occurred. Over the past month, we’ve seen a series of unfortunate incidents… Read More
Coyle began providing cruise mystery shopping services to Royal Caribbean, and other cruise lines, several years ago. Since that time, our team of cruise quality consultants has been aboard the inaugural launches of Royal Caribbean’s new ships, Oasis of the Seas and Allure of the Seas. It is certainly wonderful to be… Read More
By now, everyone has heard about the troubles aboard the Carnival Splendor, which had an onboard fire and was disabled for three days at sea during a voyage this month. But Carnival Corporation followed this nightmarish scenario with one of the best examples of service recovery. Most cruise consulting companies… Read More
One of the greatest things about travel is the anticipation. And while nothing beats lounging on the beach in Antigua, imagining it and talking about it in the weeks and months before is uniquely cathartic. On that note, I just booked my flight to attend the inaugural sail of Royal… Read More
With national unemployment still around 10%, it’s no surprise that some studies show a lack of consumer confidence in an economic recovery. Recent figures from the cruise industry, however, say otherwise. Rising demand for cruises, which often foreshadows wider consumer demand, suggests overall confidence may soon be on the upswing. This past summer, cruise… Read More
Over the past decade, the long-running cruise staple of black-tie formal nights has given way to freestyle cruising and its more relaxed dress codes. In doing so, cruise lines certainly were mirroring, if not themselves setting, trends in society at large, from the laid-back approaches to corporate dress and attitude… Read More
