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Navigating Crisis and Fostering Diversity
This chapter explores the challenges faced by a major cruise line in 2013, focusing on crises that affected its reputation but revealed the resilience of its loyal customer base. It emphasizes the importance of changing perceptions about cruising while advocating for diversity in leadership and decision-making to overcome industry hurdles. The discussion highlights how adapting to challenges and fostering an inclusive corporate culture can drive innovation and improve customer experiences.