After a few weeks of this blog, I asked myself “What have I learned?” and I wrote my impressions to that point in time. After a few months, I’m asking the same question again. Here are some updated comments in no particular order of importance:
It’s nice to receive comments. The passion for our brand is amazing and all the comments are a reminder of this. Of course many of the comments are not positive and some are downright nasty. That clearly comes with the territory and is the flip side of how much people care about what we do at Royal Caribbean International. Any time there are a lot of comments the thread tends to go all over the place and at some point or many points includes angst about what we are doing or not doing, offering or not offering. That’s clearly not going to change although hopefully the occasions where we give offense in the future will be few and far between.
Readers post comments on a regular basis wanting to know what we are going to do about topics such as the combinability of discounts or the eligibility for access to the Concierge Lounge. When I have already given answers/explanations to the best of my ability, as I have in each of these two cases, it’s hard to know what more to write. If we have any additional news on such topics, you will read about it here for sure.
Although there are many posts here, there are many more posts to the same blog entries through the Royal Caribbean International site on Facebook. Wow, you can really see the power of Facebook in this respect.
Our customer service people really try hard to be responsive to any post that is of a customer service nature. The biggest stumbling block is not the type of issue. It is the inability to respond to posters who have not provided sufficient information in their comment. In any event, social media has become an important new element of customer service workload. It is truly a dynamic world we live in.
Surely the most important entries are the ones that speak to particular elements of the products and services we offer. Whether through my own posts or guest posts by my colleagues, we need to keep you up to date on the latest. I will continue to try to balance those entries with other entries of a more personal nature. My goal is to give the readers some insight into the totality of my experience as the President & CEO of Royal Caribbean International.
Feel free to comment on any or all of this. Or something else!