Case Study: Costa Crociere boosts revenue and customer loyalty with Contactlab

Costa Crociere - Customer Case Study

Costa Crociere, Europe’s leading cruise operator, wanted to strengthen customer relationships and grow demand by shifting travelers from last-minute to early bookings. Working with Contactlab, the company set out to improve the digital customer journey with more personalized communication across the full cruise cycle.

Contactlab implemented a CRM-driven personalization strategy that unified purchase and behavioral data into a single system, enabling tailored communications at the right stage, channel, and language, with over 500 automated streams in 8 languages. The initiative delivered strong results, including a 42% increase in revenues from users targeted by the personalized communication program, a 130% increase in revenues from Costa Club members on extra on-board services, and a 34% rise in website visits.

Costa Crociere

Mirko Vassallo

Head of Direct Marketing & CRM