It's great that Olivia and listening and making changes BUT the thing they still need to improve on is communicating to their customers that these changes are occuring. eg
Tell us about the forums held on the Jan cruise - there are more than 100 people on the March cruise using the forums that didn't know this was/did happen. We stumbled upon it.
Tell us the specific improvements that have occurred and when, don't let us find out for ourselves.
Tell us what is still to be improved.
One of the biggest factors for Customer Satisfaction is "keeping the customer informed". Put a notice on the Connect home page, go into the most popular and active groups and post a topic when something happens.
These are such easy things to do which go a long way in keeping people happy. We do appreciate that Olivia is improving and listening. I'm just suggesting how to improve the whole experience. My two bobs worth (free consultancy) in assisting to improve perceptions, and it's all about perception.