With the CoreMedia Experience Platform and its Engagement Cloud, brands can tailor every stage of the customer journey, with a suite of tools for pre-, in- and post-engagement. To illustrate, let’s follow the Miller family as they plan and enjoy their summer cruise holiday.
Pre-Engagement: Capturing the interest and personalizing the dream
Before the Millers even book, they’re searching online for the perfect Mediterranean cruise. Instead of showing generic offers, the CoreMedia Engagement Cloud recognizes their interest in family-friendly cruises and automatically highlights options with kids’ clubs, water parks and family cabins.
When Tom begins comparing ships, a helpful chatbot appears, offering to answer questions in real time. This quick, human-like touch can make the difference between browsing and booking, preventing potential customers from leaving your site.
In-Engagement: Supporting the on-site experience
Once the trip is booked, CoreMedia Engagement Cloud shifts its focus to making their journey smooth. When Sarah struggles to request adjoining cabins during online check-in, she connects with a support agent via video call. With co-browsing, the agent quickly fixes the issue and confirms: “Your adjoining cabins for Lily and Max are ready.” That personal reassurance creates confidence before the family even boards.
Later, while Tom relaxes onboard, a personalized SMS/push notification reminds him: “The kids’ treasure hunt starts in 30 minutes!” This proactive engagement shows the cruise line is attentive to the family’s needs and helps them make the most of their holiday.
Post-Engagement: Building lasting loyalty
The customer journey doesn't end when the cruise and holiday are over. This is an important opportunity to foster long-lasting loyalty and encourage repeat bookings.
A week after returning home, the Millers receive a thoughtful email: a thank-you note, a link to download their cruise photos and an exclusive discount for a future booking, this time with the grandparents. A short feedback survey adds another personal touch while giving the cruise line valuable insight that can turn one-time bookings into lasting relationships.
While we’ve followed the Millers on their family trip, the same approach works across the travel and hospitality sector, from hotels and airlines to concerts and sports events. Wherever people invest in experiences, CoreMedia helps brands engage with their fans beyond the booking.
Want to learn more? Discover how CoreMedia can help your brand build loyalty through personalized, meaningful customer journeys.
