Delivering the Wow

Culture as Catalyst for Lasting Success

By: Richard Fain

Narrated by: Richard Fain

A Fast Company Press book

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 strongest service cultures in the travel industry.

In Delivering the WOW, Fain shows how a culture united people around a mission, delighted guests, and unlocked extraordinary performance. Drawing on vivid stories from 33 years at the helm, Fain explains how a remarkable culture was forged and strengthened through:

• Alignment: ensuring every employee understands the same clear mission, beyond hierarchy or titles
• Intentionality: never losing sight of the ultimate goal and ensuring that every action, big or small, supports that objective
• Continuous improvement: never being satisfied; always believing that there are ways to improve
• Crisis response: deeply rooted culture as a stabilizing force during black swan events, including the global pandemic

Invaluable principles like these are woven into unforgettable stories which help explain how the company's profitability, guest capacity, and employee base all grew more than thirtyfold. Fain also candidly recounts mistakes he made along the way. He takes listeners inside tough decisions during high-stakes crises—including the COVID shutdown—that helped rally 100,000 employees to beat the odds and unify the company like never before.

Beyond its valuable lessons, the book offers cruise enthusiasts a behind-the-scenes look at the dedicated teamwork that shapes every unforgettable voyage. Delivering the WOW tells the dramatic story of a tenacious culture that surmounted challenges, thrilled customers, and introduced game-changing innovations.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2025 Richard Fain (P)2025 Richard Fain

A Must-Read for Royal Caribbean Fans and Leaders Alike

I really enjoyed Delivering the Wow. Hearing the history of Royal Caribbean through Richard Fain’s perspective was fascinating, especially since I’ve been on several Royal Caribbean cruises myself—it made the stories feel even more meaningful.

What stood out most to me was the emphasis on culture and the belief that “good enough isn’t good enough.” That philosophy really resonated with me, and I loved reading about the bold risks Fain took as CEO to grow the company into what it is today. The behind-the-scenes stories were genuinely interesting throughout.

I’d highly recommend this book to anyone who enjoys Royal Caribbean, cruising in general, or leadership stories focused on culture and delivering exceptional guest experiences.

Fascinating!

As an avid cruise fanatic, I found this book not only compelling from a business standpoint but also fascinating in how it reveals the stories behind the epic growth of Royal Caribbean. I’ll admit, I listened to it while sailing on Royal Caribbean’s Icon of the Seas, which made the experience even more magical. It felt as though Richard was right there beside me, sharing the insider secrets himself.

WOW is a wonderful trip with Richard Fain.

WOW is a wonderful trip with Richard Fain. He takes us from humble careful beginnings in his career. Mr Fain developed guiding principles which he follows throughout the book. I know Richard so I believe those same principles guide him personally. Always a joy to chat with. This book felt like a chat with Richard.