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For the fifth consecutive year, International Cruise & Excursions, Inc. (ICE) was recognized on the 2020 Travel Weekly Power List, which ranks companies with $100 million or more in travel sales who explored acquisitions, expansions, technological initiatives, and more in 2019. ICE jumped up one spot this year to number 19 out of 52 other travel companies named, landing a spot in the top 20 for the second year in a row.
In 2019, ICE acquired international travel agency, We Make People Happy (WMPH), adding to its global expansion. WMPH developed Cruise Finder for iCruise.com, comprising a cruise vacation-planning website and mobile app.
In addition, ICE’s Corporate Social Responsibility program helped to raise $483,519 for the four designated charities: A New Leaf, PACC911, Operation Comfort Warriors and Christel House over the course of 2019. These donations are all attributed to employee efforts and contributions.
Adding to ICE’s accomplishments in 2019 was the new full-service call resolution (FCR) concept enabling ICE to measure and understand first call resolution. The concept addressed issues that prevented one-stop shopping for clients, like unnecessary transfers, servicing issues and negative brand sentiment. Solutions included training, product and empowerment.
Looking ahead for the rest of 2020, ICE will be launching iCruise Rewards, an industry-first membership program geared toward retail cruise consumers that provides content-rich resources, insights and travel planning assistance for cruise vacations. ICE also plans to enhance platforms with a focus on mobile experiences and additional customer channels of choice. The company will also further the integration of technology and supply channels to include newly acquired WMPH over the course of the year, supporting the larger goal to optimize a direct-to-consumer business model, creating steps toward a more customer-centric and valuable set of membership products.
