Royal Caribbean Brand Loyalty Brand loyalty is the ultimate goal, the Holy Grail, for every marketer.

For Royal Caribbean Cruises, brand loyalty is at an all-time high.

Richard Fain, Chairman and Chief Executive Officer of Royal Caribbean Cruises, discussed that very important piece of the customer engagement/customer experience puzzle during the company’s Jan. 30 fourth-quarter earnings conference call.

“Our brands have never been stronger and we will continue to capitalize on their equity as we move through 2015,” Fain said according to Seeking Alpha. “In this regard, it’s important to note that our guest satisfaction for 2014 was at record levels. Equally important, our employee engagement surveys also reached record levels. Obviously, these factors are related. We continue to believe that a more engaged employee team drives greater guest satisfaction, which in turn, drives greater brand strength, which ultimately drives greater returns on investment for our shareholder.Royal Caribbean Brand Loyalty

Fain said he’s very pleased with the performance of the company’s newest vessel−Quantum of the Seas.

“We’re thrilled to be taking delivery of her sister ship, Anthem of the Seas, this spring,” he added. “Both vessels are experiencing healthy bookings and are large drivers of the positive revenue picture for 2015. Now, the last time I spoke on one of these calls, Quantum of the Seas was still under construction. You may recall, I was optimistic even then about how she would be received, but one can never be certain until the construction is complete. In this case, my expectations have proven accurate and the demand has been simply extraordinary.”

Fain said the year ended on a “slightly schizophrenic” note.

“On the one hand, forward bookings were robust and we ended 2014 the best book status in our company’s history,” he said. “That’s pretty good. Starting the year with fewer berths to fill really helps us raise our yields as the year progresses. On the other hand, closing bookings in the fourth quarter were more sluggish than we expected. The culprit continues to be a stubbornly challenging Caribbean and the dynamics which are driving that situation carry on through the first quarter.”

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