Delivering the Wow: Culture as Catalyst for Lasting Success

How a culture of “WOW” transformed the travel industry

“WOW!” was the word on everyone’s lips as the first guests stepped aboard Icon of the Seas, the largest, most spectacular cruise ship ever created.

Icon was one of many WOWs generated by a standout culture during the tenure of Richard Fain, regularly named one of Barron’s “World’s Best CEOs.” Under Fain’s leadership, Royal Caribbean Group built the world's most innovative ships—large and small—and one of the str...