Significant Stat: Experiences Have a Long-Lasting Impact

39% continue to avoid vendors two or more years after a bad experience. (source)

Advice from Valori Borland, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

Customer service experiences have a long-lasting impact—especially bad ones. Consider the impact of service on the lifetime value of your customer. No organization can afford to lose a customer for any length of time. At The Ritz-Carlton, we know that when a guest reports a problem, the manner in which our employees—known as our Ladies and Gentlemen—handle and resolve the issue has a profound impact on a guest’s brand loyalty and future purchases. This is why we provide extensive training for our employees and why we empower them to ensure that every guest has an experience that reinforces their loyalty. One of our core Service Values states: “I own and immediately resolve guest problems.”  The key word is “immediately.” Interestingly, customer service experiences are judged more on the timeliness of the interaction than on the final outcome. 

The Ritz-Carlton Leadership Center offers advisory services, courses and presentations to organizations that wish to benchmark the award-winning business practices of The Ritz-Carlton. Your organization can learn about The Ritz-Carlton methodology for customer service, employee engagement and leadership development. We also guide organizations through a multi-step process in order to achieve sustainable culture transformation.