Identifying experience improvements is the start; the real work is overcoming the stack of…

I love cruises, and even more directly, I love Royal Caribbean International cruises. 🚢 And this latest move makes me love them even more. ❤️

CUENTO Marketing (opens the CUENTO site in a new tab) has leaned into the experience business in a major way, helping professional and college sports teams understand what kind of experience they are providing to their fans while also looking for opportunities for improvement. 🌟

Identifying opportunities for improvement is just the beginning, the real work is in creating the change within your organization to provide a better experience. 🔄

The stacks of reasons not to change are high:

• “That’s not how we do that here.” 🚫

• “Our fans will be so mad if we change that.” 😡

• “We don’t have the equipment for that type of change.” 🛠️

• “We don’t have enough staff.” 👥

• “We need more budget.” 💸

And it goes on and on… ⏳

To effect this kind of change, it starts at the top, because leadership has to empower the staff to strive to be the best at what they do. They also need to know that asking for MORE comes with MORE expectations. 📈

Another lesson from this change is the amount of surveying and guest satisfaction work that Royal Caribbean does. They did not make this move because their CEO felt like it. This move was driven by data and studying their guest experience. 📊

This change from Royal Caribbean was needed and was an “easy” switch, but it tells me a lot more about their company. 💬

• They are listening. 👂

• They are watching. 👀

• They are adjusting. 🔄

Now look around your organization… are you? 🧐

#ChangeManagement #Leadership #GuestExperience #DataDriven #ContinuousImprovement #CUENTO #RoyalCaribbean #ExperienceMatters