Delivering the WOW with Royal Caribbean, Ltd.

For the second episode of The Customer Experience Show, my co-host, Robert Reiss, and I spoke with Adam Goldstein, President and Chief Operation Officer of Royal Caribbean, Ltd. Royal Caribbean is a leader in the cruising industry, owning not only the well-known Royal Caribbean International brand, but also Celebrity Cruises, Pullmantur, Azamara Club Cruises and CDF Croisières de France.

Royal Caribbean has a reputation for leading the cruising industry in terms of customer experience and innovation. The company’s newest member of the Royal Caribbean International fleet, Quantum of the Seas, is the world’s first “smart ship”, having more bandwidth than the entire industry combined. In addition to bringing passengers amazing culinary opportunities, new dining experiences and numerous entertainment options, the ship delivers something that has eluded the cruise industry for years – seamless internet connectivity while onboard.

CXP RC Page 7This is just one example of how Royal Caribbean is evolving the cruising experience for its customers. They recognize the importance of growing with customers and providing a much more immersive ship experience than was popular 20 to 30 years ago.

What impressed me most is how Royal Caribbean effectively manages the customer experience across so many brands, geographies and its more than 67,000 employees. Adam shared with us how the company focuses on strong training programs and cascades the commitment to service throughout the company. They work closely with each ship’s Executive Committee and middle managers to ensure that frontline employees are empowered to deliver the “WOW” to guests.

There are many more great examples of customer experience in the full interview (including how an employee tracked down a missing diamond from a ring!) so take a listen. You can access the full interview by visiting or our YouTube channel.

The next guest on The Customer Experience Show will be Ron Losby, President of Steinway & Sons  so be sure to check back for new audio and blog posts!

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