Innovations in Customer Experience · A company’s perception of their brand vs. customer...
Transcript of Innovations in Customer Experience · A company’s perception of their brand vs. customer...
Innovations in Customer Experience
What if the best part of your road trip isn’t
even on the road?
What is Customer Experience?The perception a customer has of your brand is based on the interactions they have at each of the
various touch points throughout the customer journey.
A company’s perception of their brand vs. customer perceptions.
Understanding Customer PerceptionsNorthumberland Ferries and Bay Ferries strive to provide high quality customer service in all areas of the customer journey. Understanding what our customers think requires asking for feedback and openness to change.
Customer SatisfactionOur ferry services continue to achieve impressive “recommend to a friend scores” in annual customer surveys.
Northumberland Ferries & Fundy Rose
• 99% recommend to a friend
The CAT
• 96% recommend to a friend
Why Ferry Travel?
Ferry travel offers a unique experience – relax, stretch your legs and enjoy a break from driving while you take in the coastal views.
Research shows the top reasons people use our ferries are:
• Reduced driving/save time/convenience
• Experiencing the ferry
Enhanced Communication
In 2018, BamAlerts was adopted, allowing frequent travellers to opt-in to receive updates on deviations/cancellations via text message.
By enabling the SMS feature, booked customers now receive text messages if their reservation is affected by a deviation.
SMS reminders the day prior regarding check-in and departure time.
Enhanced CommunicationMarine forecast monitoring and issuing advance advisories to inform customers of
potential disruptions in service.
Ferry Terminal Experience
• Dog Treats• Live music on high traffic days• Save 5 cents per litre fuel coupons• Complimentary Magazines
On Board Experience
• Concessions – Food Service and Gift Shops• Nostalgic Arcade Games• Children’s Play Area• Visitor Information Services • Activity Books & Crayons• Welcome Kits • Bridge Tours
Nostalgic Arcade Games Mobile Concession Visitor Information
Seaside ExperiencesLaunched in 2015, this program features local product sampling, chef demonstrations, book signings, trivia and more.
Chef Demonstrations
Photo Booth
Music
Music
Captain Doucet and the Ukeladies Kim Doolittle – Music on the Bay
Photography Exhibit
Museum Partnerships
New Brunswick Museum Interpreters
Face Painting Face PaintingLittle Mates
Little Mates Play Area
Kid’s Entertainment
Follow Us
nflbayferries
/thecatferry
@thecatferry
@thecatferry
/Bayferries
@bayferries@nflferries
@nflbayferries
JESSICA GILLISDirector of Marketing and Customer Experience
t: 902.626.2538 m: 902.393.3274
f: 902.566.2030 e: [email protected]