THE BRIEF

Reduce the high turnover and poor engagement scores of Cruise Specialists, a critical role in the organization. Turnover reached upwards of 30% and ASA above 10 seconds, with 100% occupancy rates.

OUR PROCESS

Organized a cross-functional group of NCL leaders and led a very hands-on, “live the life of a Cruise Specialist,” four-phase process of Clarification, Inspiration, Creation, and Launch engagement, including lateral insights. Created ideas that could be immediately launched.

RESULTS

In less than two months, creative ideas were launched, and turnover was reduced to below 5%, ASA to a record four seconds, lowered occupancy rates by 10%, and estimated hard cost savings of $2 Million in 2023.