December 23, 2025

Delivering the Wow in Customer Experience Featuring Richard Fain

27 minutes

How Royal Caribbean Creates an Unbelievable (WOW) Guest Experience

Shep interviews Richard Fain, chairman of Royal Caribbean Group. He talks about his new book, Delivering the Wow, and creating a customer-focused culture through continuous improvement, empowered employees, and attention to every detail.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

How does a hospitality mindset impact customer experience in the service industry?

How can organizations create a culture that motivates employees to go above and beyond for customers?

Why is employee engagement important in delivering outstanding service experiences?

Why is continuous improvement important for building a customer-focused culture?

What is the role of leadership in sustaining a service-driven culture?

Top Takeaways:  

Creating an incredible experience starts with a hospitality mindset. It’s not enough for a company just to have beautiful products or spaces. Every employee, from top management to behind-the-scenes team members, must aim to deliver a "wow" experience that gives customers something exciting to talk about with their family and friends.

The hospitality mentality doesn't just belong in a hotel or restaurant. It applies to every business that wants loyal customers. Every single person in an organization has an impact on the customer experience. When every employee, not just the frontlines, is aligned with this mentality, the whole organization can deliver standout experiences.

A “wow” company culture must be lived every day. A strong customer experience culture empowers every employee to work with intention and passion. It makes every member of the team love what they do and inspires others.

When employees are happy at work, they do a better job, and customers notice the difference. The best organizations hire for passion as well as skills.

You can’t improve what you don’t measure. Keeping track of the metrics that matter, like customer satisfaction and employee engagement, gives the team a target to work toward and motivates them to do their best.

Repeat business is the best feedback. High ratings and reviews are great, but repeat business is the best measurement of whether you delivered a “wow” experience that customers want to come back for.

Good enough is not good enough. The most successful teams and businesses push for constant, even dramatic, improvement that makes their customer's experience unbelievably better.

Plus, Shep and Richard discuss the mantras that help Royal Caribbean achieve quantum leaps in delivering “wow” experiences for its customers. Tune in!

Quote: 

"Every once in a while, you hear executives say things like, 'It's just part of our DNA.' But culture isn't automatic. It requires intentionality every single day to truly focus on the customer and keep getting better."

About:  

Richard Fain is the chairman and former CEO of the Royal Caribbean Group. He is the bestselling author of Delivering the Wow: Culture as Catalyst for Lasting Success. Under his leadership, the company transformed from a small cruise line into one of the most successful and renowned vacation brands in the world.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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By Shep Hyken & C-Suite Radio

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