Focused on the Customer Experience
Carnival is the world's number one cruise line, but that doesn't
mean Dickinson is resting easy. He wants an even bigger slice of
the travel industry pie. That means getting more people onto his
To catch up, Dickinson explains, Carnival has to deliver a stunning
vacation experience. "We train our staff and motivate our staff
to exceed the expectations of our guests, not meet them. Meeting
them is like kissing your sister, there's no great advantage to
that. We wanna go the extra mile, we wanna blow their socks off."
Will Dickinson discover new ways to wow the customers when he takes
to the high seas as a cabin boy?
Dickinson's wife, Jodie, is skeptical of her husband's ability to
switch roles. "Boy, this could be a very interesting cruise,"
she says. "Bob doesn't know how to clean cabins. Bob basically
goes to work, comes home and everything's done for him."
Bob realizes he could be in for a challenge. "I like to consider
myself a hands-on manager," he says, "but this is a new
dimension where they're actually going to have me bussing tables,
cleaning the trays."
Yet he's ready to try, if only to get a closer look at what goes
into satisfying passengers. "I look forward to it, because
the key to any business is the customer, the customer's king,"
Next: The Company - Carnival Corporation