We at Azamara Club Cruises believe that our guests' opinions matter. I’ve witnessed this in every department of the company; it’s part of the company culture. And not only do we listen, I’m happy to report we respond and we frequently make changes based on the feedback given to us.
Onboard the Azamara ships our Officers, Staff and Crew strive to please every individual, again not simply the majority. After all, it is an individual who chooses to sail with us, not a mass block! We are proud of the level of service for which our Shipboard Personnel are repeatedly recognized. The Officers are accessible and friendly, greeting and engaging guests daily throughout the various public spaces. They are always interested in a guest's opinions. Just today I read about one of our Captains spinning the ship 90-degrees so that a couple celebrating the wife’s birthday would have a view of the sunset!
And ashore we listen to every comment as well, be it suggestions for improvement, criticism of a situation they didn't feel was handled up to their expectation, and, gratefully, the accolades we receive from individuals for a fabulous vacation or our handling of a pre-cruise transaction. An example of us listening, responding and reacting ashore - recently we announced our enhanced Le Club Voyage benefits. Such a hue & cry was raised by our Loyals over a few elements that within days our team had decided to revisit those already announced changes. I can’t begin to tell you how rare it is for a decision to be rescinded once it is announced…so many people have time and resources spent, not to mention publicity and literature printed. I was proud the decision was made to listen & react.
Much of our intel comes via social media channels. You'll find Azamara on Facebook, Twitter, Instagram, Pinterest, YouTube and LinkedIn. In fact, we have just been awarded the 2015 Skifties Award for Most Effective Brand on Social Media – Cruise Line!
And last, but not least in my book since it's the channel I read and respond to on a daily basis, is the well-known online cruise forum CruiseCritic.com. We listen and respond via two forums on CruiseCritic: the main Azamara Club Cruises forum which typically has 5-10 threads (conversations) active on any given day; and the Azamara Asks! forum on which we post topics around which we want feedback and/or suggestions, such as about our tour offerings, future destinations or the upcoming renovations of our ships, the Azamara Journey and Azamara Quest.
We consider the participants on our CruiseCritic.com boards to be our virtual Consumer Advisory Board, and they never let us down. We learn quickly via these forums if a decision we've made is a home-run or is a decision we may need to, as mentioned above, revisit. Another outcome of our listening and responding is the just announced decision to not change the Sunset Bar, located outside and aft of the Windows Café, into an Asian restaurant. It was due to the voiced dissatisfaction with this announcement that our planners were sent back to the drawing board! If not for our community that sails regularly and feels close enough to voice their opinion, we might have made a couple of alienating changes.
For all of the above reasons we say "thank you" to every person who contributes to our success by giving us constructive feedback. We are individuals listening to individuals, and responding as such. And we promise to continue listening, and to continue our quest to deliver the best cruise journey we can.
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