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, 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.
More CX and employee experience case studies
Renewed focus on Customer Experience for AmeriGas
Customer satisfaction increases for Honeywell
Customer Experience transformation for Mercedes-Benz
National Performing Arts Center
Increased employee alignment & commitment for National Performing Arts Centre
How TCU Financial Group transformed their member experience
Major Luxury Auto Manufacturer
Customer Experience programs launch Major Auto Manufacturer to new levels of satisfaction
Mastering internal Customer Experience with E-On
Making changes to deliver exceptional patient experiences with Novo Nordisk
