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Sunshine & Strategy Aboard Carnival Splendor
Mexico Provides Perfect Conditions for Expedia CruiseShipCenters' National Conference

The Spectacular Lounge erupted in applause during the 2009 Expedia CruiseShipCenters National Conference as President, Matthew Eichhorst, announced that the company has added an astounding 900 new Cruise Consultants to their team this year! This news, paired with the completion of their most successful growth month ever (October bookings up 72% over last year) had the 250 conference attendees cruising through the Mexican Riviera in high spirits for the remainder of the week. This year’s conference aboard Carnival Splendor was attended by Expedia CruiseShipCenters franchise owners and corporate support staff, as well as cruise line representatives from all of the major lines.

Eichhorst anchored Expedia CruiseShipCenters’ positive results this year to the attitude generated from last year’s conference. “We are an organization that chooses to look at things with a cup half full mentality,” he said. “This year we’ve invested over $1.5 million dollars in our CruiseDesk technology, increased our marketing spend by 30%, all while decreasing costs to our Franchise Partners.” His presentation, Living by Your Business Plan, also provided attendees with practical tools to help manage and grow their business over the next 3 years. “Your business plan is a living document; it is an ongoing process that needs to be reviewed on a regular basis,” he said.

Also onboard was Dondra Ritzenthaler, Senior Vice President, Sales for Celebrity Cruises, who delivered a compelling keynote about the necessity of having not just a good attitude, but a super-fantastic attitude when working in service professions. Using video clips and anecdotes of her own triumphs and failures, Ritzenhaler earned a standing ovation and had attendees quoting her presentation throughout the rest of the week!

Each of the onboard sessions touched on the conference theme, Customers for Life, which provided attendees with an overall message to take away from the week of learning. “Customers for Life isn’t just a loyalty strategy, it’s a business system that’s embedded in our company culture,” said Geraldine Ree, Senior Vice President of Sales and Marketing for Expedia CruiseShipCenters. “Whether we’re dealing with a customer or providing support to one of our 2500+ Cruise Consultants, we want to make sure that we’re exceeding their expectations during every interaction we have with them.”

Between the presentations, workshops, roundtable forums and scheduled one on one meetings, conference goers also had plenty of time for fun with free days in Puerto Vallarta, Mazatlan and Cabo San Lucas, Mexico.