Celebrity Cruises: A Ship Came In, But It Wasn’t Mine

My wife and I are looking forward to a cruise with Celebrity in a few weeks on a ship sailing to a few locations in the Caribbean. Like any good marketing machine, Celebrity is sending us frequent reminders of our upcoming vacation while providing us with add-on solicitations: beverage packages, gourmet dining, and excursions. Until recently, these emails appeared to me to be well targeted (and enticing, but I digress). However, this email for One-of-a-Kind Modern Luxury Adventures misses the mark.

The email visually represents a few exclusive opportunity excursions in Europe. As much as I’d like to go to Europe, I’m not. Perhaps the email was intended as a general sales communication of their new Celebrity Discovery Collection excursions. Perhaps the targeted population was everyone in their email communications list. If so, then the reference to “HERE’S A SAMPLE OF WONDERFUL EXCURSIONS FOR YOUR NEXT VACATION” is too assumptive, because my next vacation – and that of many other customers receiving the email – won’t be to Europe. 

If this email had been targeted as intended – a broad audience – then the headline should have read “HERE’S A SAMPLE OF WONDERFUL EXCURSIONS WITH CELEBRITY” or simply “HERE’S A SAMPLE OF WONDERFUL EXCURSIONS.” This merits a minor Fail for Creative, because the messaging is not aligned with the target audience. If the email had been targeted at upcoming European cruise customers, then it merits a more substantial Fail for Targeting, because it was sent to people not planning to sail to Europe.

It appears to me that Celebrity does not fully manage their customer communications.  Some emails are properly targeted and personalized, while others seem to have a Spray & Pray approach.  Specifically, they send the same communication to every email address they have.  Such emails fail at building and maintaining customer relationships.

Lesson: 

Consider the best use of your small data, that is, the collection of information already available that can be used simply and effectively.

In the meantime, below is an example of a well-targeted upsell email complete with personalization and relevant visuals of available excursion opportunities. No Fails here.