Met head of Loyalty for Celebrity

[chamima]

9 hours ago, ghstudio said:

Once again....if you were creating the new package for those who reach 1500 points, what would you have in it.  I'd suggest that it should be a fixed package of benefits from which you could choose to use or not use a benefit, like they have today.  

 

7 hours ago, Happy Cruiser 6143 said:

 

Well, I have already posted my ideas for a new level, but here they are again.  More dry cleaning.  More internet.  Perhaps a larger discount for specialty restaurants.

 

I do agree that Celebrity has the best program in the business, but that does not mean it could not be improved.  I think the lack of a level between Elite+ and Zenith is a glaring omission.  Really nothing to shoot for once one becomes Elite+.  Zenith is pretty much unattainable for us ordinary mortals.  So that has encouraged folks like me to look at other lines.  I don't think that was what they were aiming for with their loyalty program.

 

5 hours ago, Ken the cruiser said:

We looked at the perks Elite+ gets and what perks Zenith gets and then made a graduate jump between the 2 sets of perks where it made sense. For example, raise the Specialty Restaurant discount to 20%, raise the discount on the Beverage Package to 20%, and the Internet discount to 40%.

 

I do agree that there should probably be a level between Elite+ and Zenith. I also think they need to come up with a name - not just Elite++.

I think it's unrealistic to think they could offer a package of benefits to choose from - too confusing. They already have a problem keeping straight what you are supposed to get. (I won't go into the confusion on our last cruise).

That said , I'd also like to see additional internet minutes and additional dry cleaning. (Which costs them virtually nothing)

A quiet embarkation day lunch in Blu or a special corner of the MDR would be nice.

Also maybe a higher discount on drink packages, unlimited internet, specialty dining, wine and the spa.

[Orator]

3 minutes ago, C-Dragons said:

Curious... we have never sailed Azamara. Do they have members in their club who are Zenith equivalents?

I too have never sailed Azamara. I know that Zeniths get the Azamara top tier, but I can't tell you about the benefits. Perhaps someone else can.

[Orator]

6 minutes ago, Texed said:

 

Charles,

 

I received the survey.  But, there was not a question about Sushi on 5 directed to me.  

The person who posted on the other site is a frequent poster on Cruise Critic. Perhaps they will comment?

[C-Dragons]

52 minutes ago, Texed said:

 

Yes they do.  Azamara is completely reciprocal in the loyalty clubs.  The points you accumulate on either are added to your point totals.  

Ok, I get it now. 😉

Thanks Ed.

 

[cruiseflyer38]

There is absolutely no need for any Loyalty level with the New Celebrity.  Just book a suite and you will be treated better than all the non suite Zeniths on the list.  We have been Zenith now for about four years but we were treated far better on Celebrity when we only had 20 cruises. Celebrities only "Loyalty" now is to those in their precious suites. (And of course those who drop big bucks in the casino.) Oh yes since 1996 I have brought dozens of new clients to Celebrity but that will no longer happen.

[Stateroom_Sailor]

2 hours ago, cruiseflyer38 said:

There is absolutely no need for any Loyalty level with the New Celebrity.  Just book a suite and you will be treated better than all the non suite Zeniths on the list.  We have been Zenith now for about four years but we were treated far better on Celebrity when we only had 20 cruises. Celebrities only "Loyalty" now is to those in their precious suites. (And of course those who drop big bucks in the casino.) Oh yes since 1996 I have brought dozens of new clients to Celebrity but that will no longer happen.

 

If suite benefits override loyalty, and one is paying $3,500 for a Sky Suite with 300 Sq Ft, to enjoy the full Retreat on Edge, why not explore the alternatives, where the entire ship is basically a Retreat?  From there, your loyalty gets stacked onto that experience.

 

7 Day Viking Ocean starting at $2,599 with 270 Sq Ft

7 Day Oceania starting at $2,499 with 260 Sq Ft

7 Day Crystal starting at $2,770 with 245 Sq Ft

 

 

[TeeRick]

13 hours ago, cruiseflyer38 said:

There is absolutely no need for any Loyalty level with the New Celebrity.  Just book a suite and you will be treated better than all the non suite Zeniths on the list.  We have been Zenith now for about four years but we were treated far better on Celebrity when we only had 20 cruises. Celebrities only "Loyalty" now is to those in their precious suites. (And of course those who drop big bucks in the casino.) Oh yes since 1996 I have brought dozens of new clients to Celebrity but that will no longer happen.

You make a good point about suites and loyalty perks.  If you are sailing in a suite then the loyalty perks are minimal except laundry.  I think they should add back the benefit of complimentary dining in a specialty restaurant.  Not long ago you got this on a 7-night cruise and two complimentary on 8 nights or longer.

[TeeRick]

On 3/16/2019 at 11:18 AM, Ken the cruiser said:

When I see folks mention this and you are by no means the first, the thing that comes to mind is aren't cabin prices on RCCL cruises, on average, a lot cheaper than X or Azamara cruises? If so then wouldn't it be possible for someone to accumulate many of their "CC" points doing the cheaper RCCL cruises, then reap the same benefits as X/Az cruisers when they cruise on the more expensive lines, even though the X/Az cruisers spent a lot more money to get to the same level? At least that's my perception on the subject. Am I wrong?

RCCL can be a bit cheaper than Celebrity but if you compare apples-to-apples not so much.  Celebrity builds in perks in their basic pricing while RCCL is more ala carte for things like beverage packages, gratuities, wifi.  Also RCCL has a different point system in that you get 1 point per night for your sailing or 2 points Jr Suite and above.  Celebrity has a graduated system so you get more points based upon your cabin category.   Anyway you make an interesting point in that you could take a lot of RCCL cheaper cruises perhaps on their older ships on less popular itineraries  for less money.  But this in itself would get you nothing on Azamara.  You would convert RCCL to Celebrity but then start earning Celebrity points or Azamara points from scratch to get beyond the Celebrity Elite level. 

[phoenix_dream]

I agree about a level between Elite+ and Zenth. Have been cruising X since 1992 and have no hope of ever reaching Zenith, even though I have 50 cruises under my belt.

Also like the idea of milestone perks. I think 50 cruises is a big milestone!  No recognition was given us for this achievement. Not a word from the Captains Club hostess or anything. Nothing. That's just bad customer service IMHO.

 

[phoenix_dream]

I agree about a level between Elite+ and Zenth. Have been cruising X since 1992 and have no hope of ever reaching Zenith, even though I have 50 cruises under my belt.

Also like the idea of milestone perks. I think 50 cruises is a big milestone!  No recognition was given us for this achievement. Not a word from the Captains Club hostess or anything. Nothing. That's just bad customer service IMHO.

 

[phoenix_dream]

I agree about a level between Elite+ and Zenth. Have been cruising X since 1992 and have no hope of ever reaching Zenith, even though I have 50 cruises under my belt.

Also like the idea of milestone perks. I think 50 cruises is a big milestone!  No recognition was given us for this achievement. Not a word from the Captains Club hostess or anything. Nothing. That's just bad customer service IMHO.

 

[Mike981]

I am reading a book called "Non Obvious" and they reference loyalty programs. They often don't provide enough value to gain 'true' loyalty. A consumer can be a fan of a product, but that doesn't mean that they won't change to another competitor.
True loyalty programs are a slow process, and in today's world of public companies, we know that isn't easy to do.
My biggest gripe and why I don't intentionally do them anymore, is when they put the rules in shifting sands. It is nothing more than a slap in the face for those who worked hard to gain their points, only to see the finish line moved again and again.

[wwcruisers]

1 hour ago, Mike981 said:

True loyalty programs are a slow process, and in today's world of public companies, we know that isn't easy to do.
My biggest gripe and why I don't intentionally do them anymore, is when they put the rules in shifting sands. It is nothing more than a slap in the face for those who worked hard to gain their points, only to see the finish line moved again and again.

 

You nailed it, Mike! We are Elite on X, but D+ on Royal. These days, my DH and I do most of our cruising on X -- but we recently decided to do a 5-night 'family cruise' on Independence of the Seas. While we knew that Suites take priority (as well they should) and that Pinnacles have pretty much replaced D+ in the pecking order -- there was an unwelcome development that we had not foreseen. RC has recently implemented a program that they call the "Key" (think of: Carnival's Faster-to-the-Fun). For a daily fee, the Key participants get extra perks, and priority for various events.

 

So, we are sitting with our family in the RC embarkation area, waiting to board. They finally announce that Suite Guests and Pinnacle members may board. I whispered to my family 'We're Next'. Well... not so fast. Immediately after the Suites and Pinnacles, they boarded the 'Key' people. Oh, and yes -- sometime after that, we lowly D+ and Diamonds were allowed to board. Yep -- talk about your 'slap in the face'. We spent 10 years sailing RC, so that folks who are too cheap to pony-up the bucks for a suite can take priority over us.

 

Oh, and for anyone who thinks that X won't implement something similar, I would simply point out that, over the years, X and RC have done a great job of 'borrowing' the worst possible ideas from each other. Reference Michael Bayley's reported comments that he would like to put Infinite Verandas on RC's future builds.

 

(BTW -- that sounds like an interesting book, you are reading!)

 

[Luvcrusn]

15 hours ago, cruiseflyer38 said:

There is absolutely no need for any Loyalty level with the New Celebrity.  Just book a suite and you will be treated better than all the non suite Zeniths on the list.  We have been Zenith now for about four years but we were treated far better on Celebrity when we only had 20 cruises. Celebrities only "Loyalty" now is to those in their precious suites. (And of course those who drop big bucks in the casino.) Oh yes since 1996 I have brought dozens of new clients to Celebrity but that will no longer happen.

I could not disagree more. Although there have definitely been many changes over the last 20 years on X, there have been changes in all of the cruise lines that were in a similar category. We don't book suites, but book oceanview to Aqua and have always been treated very well on all of our many cruises. Posts like this make it seem that Celebrity is awful for the bulk of its passengers, and that couldn't be further than the truth. Of course suite passengers should received extras to make the extra costs worth it, but they are receiving extra because they've paid for it!

[cruiseflyer38]

Luvcrusin,

 

I respect your right to an opinion but you seem to miss the entire point. Celebrity and others establish a Loyalty program to entice people to return and also to use as a publicity program. After 62 cruises with Celebrity and having also experienced 14 other cruise lines I believe I know the program quite well. I have no disagreement with the people who pay for a suite. I do however have a problem with an organization that encouraged me to stay loyal and get to the TOP and then shut the door on most of the important parts of that program. It was people like me who made Celebrity the # 1 Premium Cruise Line. Now Celebrity want to use me to sell their suites. Zenith may have been a worthwhile pursuit some years ago but there is no reason now for anybody to be "Loyal" to Celebrity.

[BEAV]

56 minutes ago, wwcruisers said:

 

You nailed it, Mike! We are Elite on X, but D+ on Royal. These days, my DH and I do most of our cruising on X -- but we recently decided to do a 5-night 'family cruise' on Independence of the Seas. While we knew that Suites take priority (as well they should) and that Pinnacles have pretty much replaced D+ in the pecking order -- there was an unwelcome development that we had not foreseen. RC has recently implemented a program that they call the "Key" (think of: Carnival's Faster-to-the-Fun). For a daily fee, the Key participants get extra perks, and priority for various events.

 

So, we are sitting with our family in the RC embarkation area, waiting to board. They finally announce that Suite Guests and Pinnacle members may board. I whispered to my family 'We're Next'. Well... not so fast. Immediately after the Suites and Pinnacles, they boarded the 'Key' people. Oh, and yes -- sometime after that, we lowly D+ and Diamonds were allowed to board. Yep -- talk about your 'slap in the face'. We spent 10 years sailing RC, so that folks who are too cheap to pony-up the bucks for a suite can take priority over us.

 

The “Key” program sounds a lot like HAL’s new Club Orange, where people in non-Suite staterooms can get Suite amenities if they’re willing to pony up an additional $50 per person per day. 

 

What this says to me is that they’re much more interested in maximizing revenue than gaining genuine brand loyalty. It’s not rocket science IMO. Loyalty programs are a must in the industry (including airlines and hotels). If company A and B have a loyalty program, then company C must surely follow suit, whether they want to have a program or not!

 

The airlines are now resorting to slick programs like MoveUp to fill premium cabins, unlike 5 years ago when top tier flyers were seated up front, complimentary, based on their status within the loyalty program. The countless $$$ they’ve spent over the years, and hours in the sky don’t mean squat if an economy passenger is willing to shell out some extra bucks by participating in an upgrade program. 

 

Last year we took a 5-day NCL cruise, booked in an inside cabin, but sailed in a balcony after participating in their bid upgrade system.

 

We just returned last week from a HAL cruise where 9 days prior we were given a great opportunity to move from a veranda to a Neptune Suite for a few extra bucks. So rather than upgrading 5* Mariners into the empty Neptunes, making easier-to-sell verandas once again available, they instead offered cheap buy ups to anyone willing to part with some extra bucks. 

 

Its all about $$$, not loyalty. Don’t get me wrong, we appreciate our Elite+ perks. They’re very nice. But they don’t make or keep us loyal to =X=. 

 

A few posters earlier in this thread mentioned a return to just the basics of having a great product. We also sail Crystal, who IMO don’t have that great of a loyalty program when compared to so many others. But it’s their basic, core product that keeps us coming back to them. 

 

Edited March 17, 2019 by BEAV

[Luvcrusn]

I guess we'll respectfully agree to disagree. I too have sailed many times with X and with others as well across many years. I choose my vacation based on itinerary, dates that fit our schedules, cruise line and what we get for comparable dollars and not due to extra laundry, WIFI minutes, free drinks and the like. I look at loyalty programs as a cruise line saying thank you. If they do, I appreciate it. If not and the cruise fits my schedule, and cost parameters it's all good.  I don't quite see how you made the cruise line what it is, but it's not really important that I do. I also don't serhow they are using you to sell suites. Our only loyalty is to ourselves and our family...not to a cruise line. If we like our experience on a particular cruise line or other vacation venue, we may tend to look there first, but the operative there is the word first. We do comparative shopping. Only when all other things are exactly equal (and they never are) do the extra thank you perks figure into the equation. We all value things differently and you are absolutely entitled to your own way. 

 

I have found however that posts like the one I responded to above tend to give a false impression to those who haven't experienced a cruise line that all is lost and nothing is good unless they book a suite.  There's still a nice vacation to be had on lower than suite levels if they compare apples to apples and dollar to dollar across similar mainstream lines and don't compare today's experience with an experience of 20 years ago which isn't available for purchase anywhere (within similar cost cruise lines.).

 

The original question here is what, within reason, we'd like to see added to the loyalty benefits. To that I'd say that a level between Elite+ and Zenith with perhaps some discount on overall cruise fare that increases with each level from Classic to Zenith with each level achieved or an incrementally increasing OBC offered.

Edited March 17, 2019 by Luvcrusn

[Ray in NH]

5 minutes ago, Luvcrusn said:

I guess we'll respectfully agree to disagree. I too have sailed many times with X and with others as well across many years. I choose my vacation based on itinerary, dates that fit our schedules, cruise line and what we get for comparable dollars and not due to extra laundry, WIFI minutes, free drinks and the like. I look at loyalty programs as a cruise line saying thank you. If they do, I appreciate it. If not and the cruise fits my schedule, and cost parameters it's all good.  I don't quite see how you made the cruise line what it is, but it's not really important that I do. I also don't see how they are using you to see suites. Our only loyalty is to ourselves and our family...not to a cruise line. If we like our experience on a particular cruise line or other vacation venue, we may tend to look there first, but the operative there is the word first. We do comparative shopping. Only when all other things are exactly equal (and they never are) do the extra thank you perks figure into the equation. We all value things differently and you are absolutely entitled to your own way. 

 

I have found however that posts like the one I responded to above tend to give a false impression to those who haven't experienced a cruise line that all is lost and nothing is good unless they book a suite.  There's still a nice vacation to be had on lower than suite levels if they compare apples to apples and dollar to dollar across similar mainstream lines and don't compare today's experience with an experience of 20 years ago which isn't available for purchase anywhere (within similar cost cruise lines.).

 

The original question here is what, within reason, we'd like to see added to the loyalty benefits. To that I'd say that a level between Elite+ and Zenith with perhaps some discount on overall cruise fare that increases with each level from Classic to Zenith with each level achieved or an incrementally increasing OBC offered.

 

Thank you for trying to restore some levelheadedness (can THAT actually be a correct word?) to this discussion.

 

NRayH

[C-Dragons]

9 minutes ago, Luvcrusn said:

I guess we'll respectfully agree to disagree. I too have sailed many times with X and with others as well across many years. I choose my vacation based on itinerary, dates that fit our schedules, cruise line and what we get for comparable dollars and not due to extra laundry, WIFI minutes, free drinks and the like. I look at loyalty programs as a cruise line saying thank you. If they do, I appreciate it. If not and the cruise fits my schedule, and cost parameters it's all good.  I don't quite see how you made the cruise line what it is, but it's not really important that I do. I also don't see how they are using you to see suites. Our only loyalty is to ourselves and our family...not to a cruise line. If we like our experience on a particular cruise line or other vacation venue, we may tend to look there first, but the operative there is the word first. We do comparative shopping. Only when all other things are exactly equal (and they never are) do the extra thank you perks figure into the equation. We all value things differently and you are absolutely entitled to your own way. 

 

I have found however that posts like the one I responded to above tend to give a false impression to those who haven't experienced a cruise line that all is lost and nothing is good unless they book a suite.  There's still a nice vacation to be had on lower than suite levels if they compare apples to apples and dollar to dollar across similar mainstream lines and don't compare today's experience with an experience of 20 years ago which isn't available for purchase anywhere (within similar cost cruise lines.).

 

The original question here is what, within reason, we'd like to see added to the loyalty benefits. To that I'd say that a level between Elite+ and Zenith with perhaps some discount on overall cruise fare that increases with each level from Classic to Zenith with each level achieved or an incrementally increasing OBC offered.

We appear to be like minded. Thank you.

[hiccups]

On 3/15/2019 at 12:23 PM, emmas gran said:

 

The highest level MSC will match now is their Gold Level— possibly because we have all status matched cruise lines and hotel loyalty.

 

I have 2 more cruises with them this year and considering another next year as they have given us 10% on top of the regular 5% discount if booked by April 21st.

I just applied for an MSC status match about three weeks ago and was given Black.  I don't know if I got someone that was following old rules, but I got with it with my Azamara Explorer level loyalty.

[TommyD3]

23 hours ago, Orator said:

The person who posted on the other site is a frequent poster on Cruise Critic. Perhaps they will comment?

Here is the screen shot from the survey:

 

[TommyD3]

23 hours ago, Orator said:

I too have never sailed Azamara. I know that Zeniths get the Azamara top tier, but I can't tell you about the benefits. Perhaps someone else can.

The top tier Azamara benefits are very limited. Instead of unlimited laundry, dry cleaning and pressing (Celebrity Zenith) it is one bag per cabin per week. Instead of unlimited internet (Celebrity Zenith) it is 150 free minutes. Instead of free Premium Beverage package (Celebrity Zenith) it is a 25% discount on the Ultimate Beverage package.

[TommyD3]

I think this entire discussion is moot.

My family are double Zenith and are normally the top cruisers.

In January Andrea deleted the free specialty restaurant visit for the top cruisers.

This benefit has been in place as long as I can remember (at least 10 years).

She also deleted the navigational bridge celebration for those crossing double or triple Zenith.

In general we are talking 100+ cruises for double Zenith - a MAJOR accomplishment !!!

If they cannot afford a free specialty visit for two people per cruise there is no way they can afford to add a new level with new benefits !!!

[verizon]

9 minutes ago, TommyD3 said:

Here is the screen shot from the survey:

 

Since I didn't get the survey.

These are my most critical;

1)Complimentary unlimited intenet.

2)Complimentary Premium drink package.

3)Complimentary Laundry

 

Least Flavor ;

1)20% off photo package.

2)Complimentary scoop of Gelator.

3)$5 match play.

I hope Miss Shey read this.

[TommyD3]

7 minutes ago, verizon said:

Since I didn't get the survey.

These are my most critical;

1)Complimentary unlimited intenet.

2)Complimentary Premium drink package.

3)Complimentary Laundry

 

Least Flavor ;

1)20% off photo package.

2)Complimentary scoop of Gelator.

3)$5 match play.

I hope Miss Shey read this.

It was an Azamara survey but those were my choices also.

The point is they listed a free Sushi on Five lunch which is not a current Zenith benefit.