Significant Stat: The Growing Value of an Exceptional Experience

By 2020, customer experience will overtake price and product as the key brand differentiator. (source)

Advice from John Cashion, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

There is something that everyone wants no matter where they are going, no matter what they are purchasing and no matter the location—an exceptional experience.  The caliber of customer experience is becoming increasingly more important than price or physical product.  You can replace a product, you can replace money, but you can never replace a great and lasting experience.  Our guests around the world have become accustomed to The Ritz-Carlton experience, and whether it be for business or pleasure, people and companies know that our employees—known as our Ladies and Gentlemen—will provide an exceptional experience. Our goal is for our guests’ experiences while at our hotels to stay with them through fond memories of their trip. 

Join us for a one-day symposium on November 12th. The day includes a Ritz-Carlton executive panel with Herve Humler, president & chief operations officer of The Ritz-Carlton Hotel Company, L.L.C.