b'FOGHORNFOCUS: CUSTOMER SERVICEHearing a Great Sightseeing CruiseReinventing the Ancient Art of Storytelling for Better Customer ExperiencesS eeing the sights onwith Hornblower Cruises & a cruise or during aEvents across a number of scenic ferry ride is whattheir markets in the United millions of passengers pay forStates and Canada to provide every year when they board aanother method of enhancing passenger vessel. But for many,the customer experience of pas-its what they hear that turns asengers while underway: pro-ride into a memorable experi- fessional storytelling.ence.Sister companies within Narrated tours are notHornblower Cruises & Events new. Vessel operators typicallyhad previously tested and im-employ tour guides whoPassengers take in the sights while listening to the GPS-directed narration.plemented Listen Technologies entertain and inform pas- Photo: Potomac Riverboat Company. (AudioConexus) technology, sengers about the sights seenso we were confident that during the cruise. Others take a different approach andtheir offerings would meet the needs for our sightseeing offer a pre-recorded narration that is broadcast over theoperations across the Greater Washington DC area, said vessels PA system.Mary Rinaldo, Regional Vice - Mid Atlantic, Hornblower PVA Associate member Listen Technologies is workingCruises & Events. We introduced this technology onboard 14 NOVEMBER 2019FOGHORN'