Project Period: Since 2021
Industry: Tourism
Objective: Costa Cruises should be experienced as a transparent and approachable brand – through consistent, open digital communication that builds trust, strengthens brand perception, and fosters genuine dialogue with the community. At the same time, community management was designed to support the Customer Care team by handling first-level requests.
Our Services
- Professional management of comments and user interactions on Costa’s Facebook channels in the DACH region
- Reputation management on review platforms such as Google and Trustpilot
The Challenge
Costa Cruises engages with a diverse – and sometimes critical – community. This requires a clear, professional, and at the same time empathetic communication style. Difficult or inappropriate comments must be moderated factually, without losing the brand’s signature service-oriented tone. The key is to design communication in a way that sustainably supports customers and strengthens dialogue in the long term.
Our Approach
The key to successful community management lies in close and ongoing collaboration with the client. Through regular jour fixes, we align with Costa Cruises on current topics, developments, and priorities. Additionally, we ensure flexible communication via email and chat to quickly respond to new requirements or questions.
At the start of the project, we developed a comprehensive response library for the most common inquiries and topics. This serves as the foundation for quick, precise, and consistent replies – while being continuously expanded to address new questions and emerging trends.
Our community management operates 24/7, including weekends and public holidays, ensuring reliable support at all times. In parallel, we proactively fine-tune the tone of voice to guarantee positive, authentic, and brand-consistent communication across all channels. Regular reporting provides insights into channel development, interaction patterns, and trending topics, forming the basis for data-driven optimization.
The Result
Since the beginning of our collaboration, our 24/7 community management has ensured that Costa is always present and approachable across all channels. The continuous dialogue with customers and prospects fosters closeness and signals: we’re listening – and we mean it.
This visible engagement strengthens trust and brand loyalty. For complex cases, we work closely with Costa’s internal teams to minimize waiting times – often responding even faster than the traditional Customer Care department, which deals with high request volumes. In this way, we transform communication into customer satisfaction – round the clock, at eye level, and with the authentic Italian flair that defines Costa.
Struggling to respond to customer inquiries quickly and manage all channels efficiently? Our experts will be happy to advise you on community management in a free, no-obligation consultation.
