Providing a wonderful experience... Culture as a motivating factor for lasting success

How the “wow” culture changed the travel industry The word “wow!” is the word on everyone's lips when the first guests boarded Icon of the Seas, the largest and most magnificent cruise ship ever built. Icon was one of many remarkable achievements of a distinguished culture during the tenure of Richard Vine, who was regularly named one of the “World’s Best CEOs” by Barron’s. Under Fine's leadership, Royal Caribbean Group has built the world's most innovative ships - large and small - and one of the strongest service cultures in the travel industry. In his book, Delivering an Extraordinary Experience, Fine shows how a culture united people around a single message, delighted guests, and unleashed exceptional performances. Drawing on vivid stories from his 33 years leading the organization, Fine explains how a distinctive culture is built and reinforced by: • Alignment: Ensuring every employee understands the same clear mission, regardless of hierarchy or job title. • Intention: Never lose sight of the ultimate goal and ensure that every action, big or small, supports that goal. • Continuous improvement: dissatisfaction with the status quo; And the constant belief that there are ways to improve. • Crisis Response: Established culture as a stabilizing force during unexpected events, including a global pandemic Valuable principles like these are woven into memorable stories that explain how a company's profitability, capacity, and employee base have grown more than thirty-fold. Fine also candidly recounts the mistakes he made during his career. It takes readers on a tour of difficult decisions during momentous crises - including the COVID-19 lockdown - that helped mobilize 100,000 employees to overcome adversity and unify the company like never before. Along with its valuable lessons, the book offers cruise enthusiasts a behind-the-scenes look at the dedicated teamwork that makes up every unforgettable voyage. Delivering an Exceptional Experience tells the inspiring story of a strong culture that overcame challenges, delighted customers, and delivered revolutionary innovations.