Our Three Steps of Service | Ritz-Carlton Leadership CenterAmidst the mad dash of balancing careers, social lives jammed with virtual and in-person events, children’s camp schedules and the everything in between – there is something so simple that can stop us in our tracks when we are checking out at the grocery store or even just passing a neighbor during our afternoon walk: […]
I am Proud to Be Ritz-Carlton: A Look at our 12 Service Values | Ritz-Carlton Leadership CenterAt The Ritz-Carlton, we are always looking at continuous improvement and our 12 Service Values are essential to how we create memorable experiences for our guests and clients around the globe. Of note, these values are results-driven and comprised of sentiments that point to what the end outcome should look like. They give our talented […]
If you want customers to keep coming back, you need to start asking some serious questions.www.cmswire.com/customer-experience/6-questions-that-will-get-your-customers-to-say-ill-be-back/?utm_source=Ritz-Carlton+Leadership+Center&utm_campaign=742e3b7b27-EMAIL_CAMPAIGN_2020_10_06_03_09_COPY_01&utm_medium=email&utm_term=0_d647de702b-742e3b7b27-564136867
3 Ways to Innovate in a DownturnRecessions offer major opportunities for innovators. They can be a good time to introduce game-changing offerings or simple, affordable solutions or make bold, strategic moves. The resource scarcity that typically accompanies recessions forces innovators to do things they should have been doing already: prune prudently, re-feature to cut costs, master smart strategic experiments, and manage the risks of innovating by sharing them with others.
The Power of the Ritz-Carlton Credo | Ritz-Carlton Leadership CenterThe Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes […]
Building Strong Relationships | Ritz-Carlton Leadership CenterThis week’s blog begins a look at the 12 Service Values of The Ritz-Carlton. While 12 may seem like a lot, each Service Value is unique and equally important to delivering on our brand’s promise of inspiring life’s most meaningful journeys. Facts about The Ritz-Carlton Service Values: They began as 20 Basics and were the […]
Nothing is better for a business than loyal customers. But how do you go about building that loyalty?www.cmswire.com/customer-experience/4-ways-brands-are-boosting-customer-loyalty/?utm_source=Ritz-Carlton+Leadership+Center&utm_campaign=3833d19dd1-EMAIL_CAMPAIGN_2020_10_06_03_09_COPY_01&utm_medium=email&utm_term=0_d647de702b-3833d19dd1-564136867
Does your customer experience strategy have a big impact on your bottom line? It should.www.cmswire.com/customer-experience/drive-growth-by-improving-your-customer-experience-strategy/?utm_source=Ritz-Carlton+Leadership+Center&utm_campaign=6494a63969-EMAIL_CAMPAIGN_2020_10_06_03_09_COPY_01&utm_medium=email&utm_term=0_d647de702b-6494a63969-564136867
Jargon about “personalizing content” or “unifying digital experience” speaks to technique, not the substance of an experience. Time to get real in CX.www.cmswire.com/customer-experience/what-does-a-good-customer-experience-really-involve/?utm_source=Ritz-Carlton+Leadership+Center&utm_campaign=b42772c7a5-EMAIL_CAMPAIGN_2020_10_06_03_09_COPY_01&utm_medium=email&utm_term=0_d647de702b-b42772c7a5-564136867
How Do You Show Up? | Ritz-Carlton Leadership CenterService Value 10 at The Ritz-Carlton states, “I am proud of my professional language, appearance and behavior.” In very simple terms, it defines how our Ladies and Gentlemen “show up” each day. Language. Three adjectives we use to describe our language and tone are “warm, relaxed, and refined.” Never stuffy or overly formal. When speaking […]
Enlivening Experiences through Excellence in Teamwork | Ritz-Carlton Leadership CenterThe Ritz-Carlton is known for its excellence in guest service and for the genuine care expressed by our Ladies and Gentlemen. We strive to make every experience at our hotels unique and memorable. This kind of service would not be possible without teamwork. Service Value 7 states, “I create an environment of teamwork and lateral […]
Are you measuring and interacting with your satisfied customers? Learn why it's essential and five steps to understand their needs and improve your CX.www.cmswire.com/customer-experience/how-do-we-measure-the-happy-customer/?utm_source=Ritz-Carlton+Leadership+Center&utm_campaign=8a82c3b295-EMAIL_CAMPAIGN_2020_10_06_03_09_COPY_01&utm_medium=email&utm_term=0_d647de702b-8a82c3b295-564136867
Engaged Employees Create Better Customer ExperiencesIt’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services. So how do leaders design EX to better align with CX? First, identify where the biggest gaps exist. Second, find creative ways to directly connect employees and customers regardless of whether “customer service” is in their job description. Third, integrate customer and employee journey maps to identify and diagnose customer problems. And finally, provide visibility into CX and EX performance together, putting measurements of success in a single view.
The Art of Anticipation | Ritz-Carlton Leadership CenterToday, we explore Service Value 2, “I am always responsive to the expressed and unexpressed wishes and needs of our guests.” This Service Value relates closely to the second step of our Three Steps of Service, “Anticipation and fulfillment of each guest’s needs.” Put simply: Expressed wishes and needs are what the customer is willing […]