MSC Cruises has catered almost exclusively to Europeans since the company's founding, and the changes necessary to conform to the style and habits favored by North Americans seemingly came as a surprise to them when they entered the Caribbean market. For example, Europeans prefer to go "out" for coffee after dinner; Americans want to be served coffee with their dessert. Unfortunately, this culture clash can cause misunderstandings and some contentiousness. Little things like too-small water glasses and no iced tea can make Americans cranky. To eliminate these issues and broaden their appeal, MSC has enlisted the services of top cruise-industry veterans; most important, though, staff members on board really listen to passengers and take their comments to heart. |