My wife Pat made an online request for some Regent brochures (she likes having some paper docs to look thru) and, within 2 minutes, I answered a call from Prestige Cruises. The gal was very pleasant and remarked that my wife had requested the brochures and asked if we had ever sailed with Regent. Obviously she hadn't looked up anything about us because Pat had given her SS Society number and we're Titanium. After I explained that, she asked if we booked directly or used a travel agent and, of course, I said we use B&K. Later a "no reply" email came with generic "thanks for your interest, etc" signed by Mark Conroy.
To me this seems to be a new marketing effort, but they should at least look up the requester in their database for information to see if it's a new prospect, an occasional or one time guest or a repeat Regent cruiser and address the reply appropriately.
I think the followup of requests for information is a good marketing tool but they need to make the effort to determine if the requester is new to or experienced with Regent and tailor the response accordingly.
Jim
