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, 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

AmeriGas20190703223702

AmeriGas

Renewed focus on Customer Experience for AmeriGas

National Performing Arts Center20190703214954

National Performing Arts Center

Increased employee alignment & commitment for National Performing Arts Centre

The MET20190703223919

The MET

Customer Experience blueprint for The Metropolitan Museum of Art

Honeywell20190703214949

Honeywell

Customer satisfaction increases for Honeywell

Novo Nordisk20190703221751

Novo Nordisk

Making changes to deliver exceptional patient experiences with Novo Nordisk

Major Luxury Auto Manufacturer20190703223936

Major Luxury Auto Manufacturer

Customer Experience programs launch Major Auto Manufacturer to new levels of satisfaction

Mercedes-Benz20190715174831

Mercedes-Benz

Customer Experience transformation for Mercedes-Benz

E-On20190703222449

E-On

Mastering internal Customer Experience with E-On

Step 1 of 4

25%
  • How Can We Help?

    Tell us a little bit about yourself (in 30 seconds or less) and we'll tell you how we can help accelerate your success.