Changes that I would Like to See

[parallax]

There has been much discussion about recent changes and marketing approaches taken by Celebrity and other cruise lines. So it had me thinking of what changes I would like to see. Before I list my proposed changes it might be helpful to provide a little background. My wife and I, both professionals are in early to mid 40s and we have a 6 year old. We have been on 11 cruises (Celebtiy 6, Royal 3, HAL 1 and Oceania 1) and go on a cruise about every 2 years and book a balcony cabin. We tend to spend money on the ship (spa, drinks, speciality dinners, casino and a little shopping) and for a 7 day cruise spend between 1k to 3k.

 

My recommendations are as follow:

 

1. Customized offers. In a data driven world, Celebrity should be able to make a customize offers directly to me. Based on past habits (spending patterns, amount of spend, cruising frequency etc), Celebrity should send me an offer that incentivizes me go on a cruise with them. We go to Vegas about one a year and the various casinos/hotels email us a variety of different offers. The hotels where we spend the majority of our time and money send us the best offers. We receive free rooms, dining room credits and sometimes gaming credits.

 

The cruise industry seems behind in the times in this regard. Maybe because cruising and travel agents are so intertwined. However, I think the system is ineffective and one as a result has to look at travel agencies incentives or wait for special offers from the cruise line. I find this to be very frustrating of having to continually be on the lookout for offers. Plus, I don't feel valued as a customer even though we are in ideal customer to the cruise line. To be honest, I don't want to book with travel agents and I would prefer to book directly with Celebrity but the better incentives lay with the TA.

 

2. Upgrade you website. I find Celebrity's website to be outdated and not intuitive. The site should be modified to be more user friendly and apply much more content. Cruise Critic flourishes, in part, because it fills in the gaps in information created by the ineffectiveness of the website.

 

3. Provide more diverse entertainment. On every cruise, the line up seems to be the same. Comic, magician, and a variety show, which is usually a tribute to music of the 50s & 60s. I'll pass. Can we have some entertainment for Generation X?

[phyllisrf]

Return Spa Café to original offerings (salmon, tuna, chicken, etc.)

[cruiserhal]

Provide more tables for 2 in the dinning room so we don't have to book Aqua or suffer the Select Dining (never had as good of an experience as in Blu).

 

Also more 50's and 60's music... Opps ... Juskt kidding. :)

[drfun48]

Reasonably looser slots and more beautiful women poolside.

[kroberst]

Reasonably looser slots and more beautiful women poolside.

 

Sighh.. sorry I couldn't help you with your 2nd request since I had to cancel on our upcoming cruise.:D Thank goodness you weren't looking for looser women and prettier slots:eek: tee hee

 

K

[JanineM]

3. Provide more diverse entertainment. On every cruise, the line up seems to be the same. Comic, magician, and a variety show, which is usually a tribute to music of the 50s & 60s. I'll pass. Can we have some entertainment for Generation X?

 

I agree with half of this point ... I personally cannot stand magicians, ventriloquists or acrobatic acts.

 

But to cater entertainment to Gen Xers is foolish ... they don't have the disposable income to support a cruise line like Celebrity. I think Carnival and even Royal Caribbean do a better job of entertaining a younger demographic. Celebrity knows its target market ... boomers and Boomers/Gen Xer cuspers. WE have plenty of cash to spend, and we have more vacation time. I know Gen Xers get short shrift because they're a smaller group, but that's the nature of the marketing beast.

[ineedsun!]

I agree with this whole heartedly! Everyone has noted how the cruising culture has changed over the past 20 years, yet there hasn't been a shift in cruise companies offerings (well except for anytime dining)

I'm a professional 40 year old that does have a cruising past. As of last year, I had my first Celebrity cruise and was sold on the line. But, that doesn't mean it doesn't have room to improve. I enjoy the fact that there is less people per sq ft on the ship. And, I feel that there is more service here than in others.

But we don't bring tuxes to the ship. My husband might add a jacket on formal night but no tie!

The Reidel workshop was one of the best things I've ever done on a ship. I would LOVE to see (and pay for) more learning experiences such as that.

I don't want to lounge around the pool all day on a sea day. Though I do like the solarium...I would like to find something else. After your first few cruises, you find that all cruise lines offer the same exact offerings for sea days and/or entertainment. been there done that

[Fouremco]

OP, your first two recommendations really relate to the same issue: computerization. With the number of annual passengers and cruises offered, personalized offers taking into consideration the types of factors you mention could only be handled by some pretty decent new software. Unfortunately, IT does not appear to be Celebrity's strong suit. Personally, I'd like to see them concentrating on doing a far better job with the basics before taking on any ambitious new projects. Basics would include a much improved website.

 

As for entertainment, you only need to look at the current debate over Perry Grant to realize how subjective tastes are.

[boogs]

1. Customized offers. In a data driven world, Celebrity should be able to make a customize offers directly to me. Based on past habits (spending patterns, amount of spend, cruising frequency etc), Celebrity should send me an offer that incentivizes me go on a cruise with them. We go to Vegas about one a year and the various casinos/hotels email us a variety of different offers. The hotels where we spend the majority of our time and money send us the best offers. We receive free rooms, dining room credits and sometimes gaming credits.

 

The cruise industry seems behind in the times in this regard. Maybe because cruising and travel agents are so intertwined. However, I think the system is ineffective and one as a result has to look at travel agencies incentives or wait for special offers from the cruise line. I find this to be very frustrating of having to continually be on the lookout for offers. Plus, I don't feel valued as a customer even though we are in ideal customer to the cruise line. To be honest, I don't want to book with travel agents and I would prefer to book directly with Celebrity but the better incentives lay with the TA.

 

Not me. Companies trying to sell me things have much too much information on me already. I am not looking forward to the day - coming too fast - when every aspect of life will be focused on separating my money from my wallet. There is just too much advertising these days - it is everywhere. There is more to life than buying products and spending money. Your proposal reminds me of the scene in the movie Minority Report where the main character walks through a shopping mall and the walls are displays that call him by name and offer him all variety of products geared especially for him

.

 

I want to be "valued as a customer" on my terms, not solely on the profit a company can make off of me.

[VegasMark]

I agree with half of this point ... I personally cannot stand magicians, ventriloquists or acrobatic acts.

 

But to cater entertainment to Gen Xers is foolish ... they don't have the disposable income to support a cruise line like Celebrity. I think Carnival and even Royal Caribbean do a better job of entertaining a younger demographic. Celebrity knows its target market ... boomers and Boomers/Gen Xer cuspers. WE have plenty of cash to spend, and we have more vacation time. I know Gen Xers get short shrift because they're a smaller group, but that's the nature of the marketing beast.

 

As a mid-30s couple, I disagree with your point. The mainstream lines (Carnival, Royal, Princess, NCL, Celebrity, etc) are all priced more or less the same. If this were a Regent board, I would see your point. I've been on 18 cruises, and I'd say there is an age gap between 20-40 most of the time - in other words, all cruise lines struggle to book that range. The 60-80 crowd won't be cruising forever, and for that reason, all cruise lines should (and do) try very hard to capture the younger market. So I agree with the OP, and for that matter most of the other points thus far. I'd also like to see diminished smoking spaces and eventually no smoking at all or reduced to a tiny room like the old glass bins in the Las Vegas Airport.

[C 2 C]

As for entertainment, you only need to look at the current debate over Perry Grant to realize how subjective tastes are.

 

I would like to see a little more character to each ship. How about a different specialty restaurant on each ship. How about a different type of performance or show on each ship?

 

When there are three S-class ships sailing from Florida in the winter season, having a different cultural/dining/ theme while sailing on the three ships.

[C 2 C]

The 60-80 crowd won't be cruising forever, and for that reason, all cruise lines should (and do) try very hard to capture the younger market.

 

Yes they will. It's just that the 40-60 crowd are finally free and age into the next group. The age will remain the same but the same people won't be there. :D

[VegasMark]

Yes they will. It's just that the 40-60 crowd are finally free and age into the next group. The age will remain the same but the same people won't be there. :D

 

I see your point, and I agree with you, but I still think brand loyalty has to be built. For example, I'm only cruising Celebrity because they are offering a unique sailing (Pacific Coastal). If I don't like the onboard experience, I'll never be back. There are plenty of 60-80+ on Carnival. People don't just naturally "graduate" to Celebrity and Holland. I think it would help the latter lines if they make a better attempt to lure younger cruisers.

[parallax]

Sorry for some of the typos in my original post. Some thoughts on the comments that I been provided.

 

1. I'm not wishing for Celebrity to cater just to Gen X. However, it would be nice if there was some diversity in the entertainment options. Plus, I would say that Gen X has plenty of disposable income.

 

2. I work in the IT industry and I'm amazed in the inefficiencies of the cruise lines when it comes to taking advantage of technology. I cruise less because the cruise lines are so technology backwards. The cruise lines do not make it easy in booking a cruise.

 

I think cruise lines are afraid to make change. They are very conservative in their business practice and almost any change meets with an uproar.

[parallax]

have:)

[JanineM]

I'd also like to see diminished smoking spaces and eventually no smoking at all or reduced to a tiny room like the old glass bins in the Las Vegas Airport.

 

I don't know how you could improve on the smoking situation on Celebrity without completely banning smoking (which has been attempted and wasn't economically feasible ... maybe in a decade or so). There is no smoking permitted indoors, and only .... what - 3 areas outdoors where people can smoke? Dramatically different experience than on most other lines!

 

I'm not against change at all and it's terrific to put new ideas out there. But I'm a pragmatist. :D

[ineedsun!]

I agree whole heartedly with having disposable income. My husband and I take a vacation every year and we aren't shy at adding the "luxuries". We don't believe in waiting for retirement to travel.

 

I find making unique "vibe" to the ship intriguing! Seems like a very big gamble for the company though. They have a hard enough time getting my demographic (40, in high tech, no kids, married) correct. That would be way too complicated for them to figure out how to make each ship different.

I just want more enrichment and more varied entertainment. I'm willing to pay a little more.

[CaroleSS]

parallax;

I would agree 1000%! There are a large number of GenXers with good incomes. Cruise lines would be foolish to ignore their purchasing power....BUT

(why is there always a big BUT?!?! :eek:)

 

GenXers are tech savvy. They want to do things online or on their iPhones. They don't want to call someone and be on hold 30+ minutes! (HA...I'm 50+ and even *I* don't want to do that!!) ALL the cruise lines have deficient websites. They are literally throwing money away in doing so. I just don't get it! :confused: They push-push-push to get that dollar onboard, but don't even attempt to get it before you board (which is almost too late!)

 

I do understand the lack of rotation for the entertainment (don't agree, but understand). The shows are expensive to choreograph, costume, etc....but the specialty acts can be booked on a whim. Rotate out those acts on a 6-month basis. I'm SURE there are plenty of folk out there - just go out and look. No one wants to see the same stale comedian they saw on the ship 5 years ago, telling the SAME JOKES! Be like a shopping center....have one 'anchor' store (i.e., the singing/dancing show), but rotate the rest. Add some variety! Oh, and change out the stale Love&Marriage Show, change the questions on trivia.....you know.....do some NEW/DIFFERENT things!!

 

Some things might be winners, some losers, but you shouldn't say "I didn't try".

Edited January 16, 2014 by CaroleSS

[VegasMark]

I don't know how you could improve on the smoking situation on Celebrity without completely banning smoking (which has been attempted and wasn't economically feasible ... maybe in a decade or so). There is no smoking permitted indoors, and only .... what - 3 areas outdoors where people can smoke? Dramatically different experience than on most other lines!

 

I'm not against change at all and it's terrific to put new ideas out there. But I'm a pragmatist. :D

 

Celebrity has a great policy for 2014 compared to other lines. Hard to believe that until very recently, you could smoke inside a cabin! I think you are right with the 10 year timeframe. By 2025 we could be looking at smoke free cruise ships, or like I said, maybe one small deck area and/or a "smoking terrarium". People would say you are nuts 20 years ago if you told them you would not be able to smoke inside most buildings in New York City, but that is reality now there and elsewhere.

[parallax]

It is sad when the Simpsons in a 15 sec clip can summarize some of the entertainment we see on a ship.

[varoo]

As a mid-30s couple, I disagree with your point. The mainstream lines (Carnival, Royal, Princess, NCL, Celebrity, etc) are all priced more or less the same. If this were a Regent board, I would see your point. I've been on 18 cruises, and I'd say there is an age gap between 20-40 most of the time - in other words, all cruise lines struggle to book that range. The 60-80 crowd won't be cruising forever, and for that reason, all cruise lines should (and do) try very hard to capture the younger market.

Today's 60-80 crowd won't be cruising forever, but the younger market of today will become the 60-100 crowd (or even 60-120 crowd) of the future, and when they get there they are unlikely to want the same things they want today.

 

[CaroleSS]

My folks may enjoy Big Band music, but if that's all they played on cruise lines, I would have a hard time going. If you want to cater to them, go ahead, but the younger set will have found another vacation type that they are loyal to by the time they are in their 60s (50s, 40s).

 

Keep up or lose out!

[phoenix_dream]

I guess I am in the minority. I started cruising Celebrity when I was around 40years old (which would have made me Gen X in today's market), more than 20 years ago. I liked it then, and I like it now. Big band music was before my time, but I love to listen to it (not every day, but at times). I also like disco (just for dancing:)) and rock and roll, and classical violin, and a bit of hip hop, and a bit of salsa, and on and on. What draws me to Celebrity is the service, and the classy elegance (without any stuffiness) at a price point comparable to more party friendly lines. Is that an age thing? I wonder. I do think as generations change there might need to be some modifications onboard (yes, technology tops my list) but I wonder if a lot of changes really need to be made other than those one would want to make to any brand to keep it from being tired and too predictable. I think Celebrity appeals to a certain type of cruiser, not necessarily a certain age of cruiser. Read these boards. A lot of 30 and 40 somethings love the line as much as us 60+ folks.

[true45]

I'm with Phoenix_dream as far as entertainment is concerned (age 60s)

I like most types of music & comedy big band music being b4 my time also

 

What I don't like is to pay to see the same acts over & over

 

There are so many good musicians & comedians out there if celebrity would be open to change

 

And PLEASE fix the website and let us find info without waiting on hold forever for inconsistent answers from reps

[Fouremco]

I'm with Phoenix_dream as far as entertainment is concerned (age 60s)

I like most types of music & comedy big band music being b4 my time also

 

What I don't like is to pay to see the same acts over & over

 

There are so many good musicians & comedians out there if celebrity would be open to change

 

And PLEASE fix the website and let us find info without waiting on hold forever for inconsistent answers from reps

I suspect that each ship or the fleet as a whole is allocated an annual entertainment budget and that the quality of the acts is more a reflection of the money available to hire artists than a lack of openness to change. There may also be affordable acts that simply aren't interested in living on a cruise ship for weeks at a time. Bottom line is that I think that Celebrity probably does as well as it can within the budget. A bigger budget would help things, but do you increase costs in this highly competitive industry or do you cut back elsewhere? Further reductions to the quality of dining? I certainly don't know and I doubt that Celebrity does either.