Share to twitterThe Ritz-Carlton Hotel Company is an evergreen model and benchmark for companies aiming to transform their customer experience and achieve an exceptional level of customer service.
In San Francisco last week, I had the opportunity to speak with one of the caretakers of the Ritz-Carlton Hotel Company’s service standards and culture, Yael Ron, the general manager of the Ritz-Carlton hotel in San Francisco, a genuine landmark of its Nob Hill neighborhood. Our conversation started out with a word of caution from Ms. Ron:“To create an exceptional customer experience, you don’t start with the customer; .
She obliged me with five principles that are applicable to organizations, in any industry, that are striving to create a superior customer service experience, environment, and culture. The Ritz-Carlton has always been about engagement and relationships. But how do we keep it that way? It comes down to being a guardian of our culture at the individual property level, because if you don't watch and nurture and embrace a culture, it can go away before you know it.
At the time I visited with Ms. Ron, her employees were involved in a shared activity that took them outside of their daily work roles. The San Francisco hotel had partnered with a gifted local artist to create a stunning 40-foot-long mural of a dragon named Shifu , which nearly every team member will ultimately be involved in helping paint. The dragon, says Ms.
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