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Cathy Tobin: Servicing a Sea Change

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Virgin Voyages is on a mission to create the world’s most irresistible travel brand. With the cruise industry’s exceptional reputation for service, they are modernizing their approach by throwing away the scripts and focusing on instilling confidence, building listening skills, and harnessing technology that will help the crew to intuitively serve sailors. With less “yes sir” and more “hello there,” they are looking to empower their crew to utilize a less formal but genuine approach to service corner stoned by personal attention. So how are they going to accomplish this with so many people from all corners of the globe, coming aboard the Scarlet Lady just a few months before she sets sail?

Published in: Design
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Cathy Tobin: Servicing a Sea Change

  1. 1. www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork Servicing A Sea Change Cathy Tobin | Virgin Voyages
  2. 2. SERVICING A SEA CHANGE
  3. 3. CRUISE INDUSTRY 400 SHIPS IN 2017 27 NEW ONES IN 2018 24 MILLION+ PASSENGERS 1 MILLION+ EMPLOYEES Industry Outlook
  4. 4. THE VIRGIN HERITAGE
  5. 5. VIRGIN HERITAGE GLOBAL PRESENCE 40+ YEARS HISTORY MULTI-INDUSTRY The Virgin Universe
  6. 6. VIRGIN HERITAGE I never wanted to go on a cruise, but I want to go on this one. We love to create quality products that are fun, fun, fun – and we’re planning to create tables on board that are strong enough to dance on. CAPTAIN RICHARD BRANSON
  7. 7. VIRGIN HERITAGE The Virgin Difference ADULT-BY-DESIGN DISRUPTIVE DESIGN SUSTAINABILITY INITIATIVES TECHNOLOGY CREW- & SAILORS-FIRST APPROACH AN EPIC SEA CHANGE FOR ALL
  8. 8. OUR PURPOSE By putting our Sailors & Crew first, and listening to what they have to say, we’re designing an experience that will elevate sea travel in ways never thought possible before. An Epic Sea Change for All
  9. 9. THE MODERN ROMANCE OF SAILING
  10. 10. TECHNOLOGY Technology
  11. 11. Richard’s Rooftop ROOFTOP SPACE SPACES
  12. 12. The Dock ROOFTOP SPACE SPACES
  13. 13. The Athletic Club ROOFTOP SPACE SPACES
  14. 14. Redemption INSIDE SPACE SPACES
  15. 15. PLANET Sustainability Initiatives
  16. 16. The Scarlet Squad INCLUSIVENESS
  17. 17. RESPONSIBLE REBELS Responsible Rebels Virgin Voyages Employees Crew Members are Responsible Rebels
  18. 18. Servicing a Sea Change Cathy Tobin VirginVoyages.com www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork

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