Wednesday, May 16, 2018 - 4:30 PM - 5:15 PM
One challenge of creating an empowered workforce is ensuring that every employee is aware of the impact their role has on the overall customer experience. This was the challenge faced by Carnival Cruise Line, whose unique vertical allows them an opportunity to create an exceptionally high-tough experience through frontline employees. In order to further engage these employees, the company empowered all departments, across all levels, to connect with customers in an effort to make their impact more easily felt. In one instance, for example, a member of one ship’s laundry team sent a personal note back with the guest’s dry cleaning, making the cruise experience that much more personal and hospitable.
Join Christine Duffy, President of Carnival Cruise Line, for a compelling session about how to best engage and empower employees at all levels, and show all team members the impact that their role plays in making the guest experience as powerful as possible.
Key Takeaways:
- How to best empower employees at all levels of an organization
- The importance of showing team members their value in the overall customer experience equation
- Ways in which Carnival has incorporated its brand promise into every guest interaction