The effects of customer relationship with Carnival brand Mathdany Clark Saint Leo University Professional Development MBA 001 11/24/2014 Abstract Within the last 40 years cruise industry has been very competitive. From Carnival and Royal Caribbean competing in building bigger ships, offer more activities, and price wars. Although each company wants to set themselves apart, it is difficult in the leisure cruise industry due to the similarities in product and services. Carnival is able to excel more from competitors by having a strong brand message of “Fun- ship” and a low-cost strategy. This paper will address the history of brand management in Carnival, predicting branding issues form researchers, and recent issues that have affected the brand. In addition, the study will analyze the influence of customer satisfaction and customer loyalty plays in a brands identity. This …show more content…
CRM is utilized to improve relationship between consumer and business. Tao stress the importance in meeting consumers’ needs, by satisfying consumers, organizations can create a relationship that increase customer loyalty. Loyal consumers will marketing brand and hard to sway to other products and service. “A consumer’s life circle owns 250 friends and relatives; he can influence 25 to buy directly”. Customer relationship management is measured by the customer expectation and customer experience. Experience must out way expectation to have a satisfied customers. Customer Satisfaction Index in Figure 1 shows the effect experience have in relationship customer and organization. The researcher concludes in order to meet customer satisfaction, organizations should apply CRM strategy to help assess the continued expectation of consumer and be “customer-centeric”. Customer-centric companies create a trusting relationship and help differentiate from