I Am Carnival
Discover how the largest cruise line adopts a culture that encourages their crew to take initiative and create “Wow!” customer experiences. For decades the cruiselines encouraged an old-world aristocratic culture where “servants should be invisible.” Imagine a program so powerful it addresses the needs of staff from over 50 countries and different languages so they feel like they’re part of a bigger family, and can confidently engage guests in a personal way (around :15:00). That’s the amazing ” I Am Carnival” program. Here’s the pocket reminder card every crewmember carries:
In 2013 Cindy Rabbitt, then Guest Services Manager on Sensation and 15-year Carnival veteran, agreed to a wide-ranging interview that lead to some amazing insights into Carnival’s wholistic approach to make their guests feel a part of the family, too! Be sure to watch the whole video to get the full effect of how the right program and culture becomes a lot more to employees and customers than posters and slogans that just sound good.
Note: I didn’t edit the beginning of the video, which starts midway in our conversation about a fire that had occurred on a Carnival ship a short time before. This led into our discussion (beginning around :03:40) about Carnival’s overall vision for outstanding customer experiences.
