Significant Stat: Customers’ Time

77% of customers surveyed say that valuing their time is the most important thing a company can do to provide them with good online customer service. (source)

Advice from Joe Quitoni, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

Today many—if not all customers in any business—feel that if a brand values their time, they are getting meaningful worth and are willing to pay for it. One of the keys to creating value for customers is through providing and ensuring fast access to knowledge of the brand. At The Ritz-Carlton, our Ladies and Gentlemen go through an extensive on-boarding process to ensure that we are providing our employees with all of the necessary tools and resources to assist our guests. However, having the answers to customers’ questions is only half of the equation. A second key that adds value is convenience. How easy an organization makes it for a customer to interact with them can be a determining factor in creating brand loyalty. Once those non-negotiable terms are met and are coupled with an experience that is personalized, we have the ability to turn any interaction from satisfaction to engagement, creating value for all of our guests. 

Our Enrichment Courses immerse clients in The Ritz-Carlton ambience while offering philosophical and tactical service excellence knowledge. Please visit our Course Calendar to learn more about our upcoming courses and to register.