CX, Employee Engagement, and Business Transformation Success Stories

Strativity has served clients worldwide and across most major industry verticals with a level of specialization unrivaled by our competition. Organizations who want to differentiate through consistently exceptional customer and employee experiences have made significant and lasting change through our service channels. Here are a few examples of the business challenges we’ve addressed and conquered for our clients.

A cruiseship sails along the peaceful ocean with a yellow sky in the the background

Cruising to double-digit guest satisfaction

Empowering employees and increasing customer satisfaction at Royal Caribbean

Business Challenge

Royal Caribbean selected Strativity to help implement a new level of guest service onboard their ships, with a specific focus on empowering all employees in creating first contact problem resolution.

Path to Change

Together we set sail with a dozen focus groups with crew members, managers and senior staff, on observational research as well as one-on-one interviews. Strativity created a problem-resolution empowerment program to accelerate personal ownership by every crew member. All managers were trained on the program, which was then disseminated to over 40,000 crew members around the world.

Results

Fleetwide average GOLD Anchor Quality Review scores experienced double-digit growth. The first-contact problem resolution program resulted in a reduction of complaints, escalations to guest services and shoreside customer service.