Excelling at customer service: Understanding what makes or breaks a brand during a crisis
Last year Carnival Cruise Lines experienced an unfortunate string of mishaps hurting their brand greatly. This year, Royal Caribbean recently was hit with an onboard virus leaving close to 700 passengers and crew members extremely sick and quarantined to their rooms. In an effort to quell dissonance, the cruise line excelled its customer service, offering partial refunds, discounts on future voyages, credits to spend on-board as well as additional perks. Was it enough?