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“What Trends are Shaping Retail in 2019,” by Sam Mire, Disruptor Daily, June 2019
Synopsis: There’s no denying that retail is going digital at a rapid clip, but there’s still some value in the brick and mortar retail experience. This article highlights expert insights and their visions of the future of retail, including Antonia Hock, Global Head of The Ritz-Carlton Leadership Center.
“Creating a Culture-First Approach to Customer Experience,” by Antonia Hock, American Management Association Quarterly, May 2019
Synopsis: In the Spring AMA Quarterly Magazine, Global Head & VP of The Ritz-Carlton Leadership Center Antonia Hock shares how the Ritz-Carlton approach creates engaged workers, who in turn create happy customers.
“Culture is the Key to Great Service,” by Antonia Hock, Retail TouchPoints, May 2019
Synopsis: In this article, Antonia shares why the importance of building a world-class culture based on shared values, inclusion, compassion and lateral service must come before any customer-centric focus in order to drive real success.
“sHeroes: How Antonia Hock of The Ritz-Carlton Leadership Center is changing the culture of luxury and empowering everyone from the janitor to management,” by Alexandra Spirer, Thrive Global, May 2019
Synopsis: In this Q&A interview, Antonia Hock shares insights with Thrive Global into the extraordinary and impactful work she and the team are delivering – both professionally and philanthropically – at The Ritz-Carlton Leadership Center.
“Writing a Prescription for Physician and Caregiver Nurse Retention,” by Jenna Sindle, Future Healthcare Today, April 2019
Synopsis: Jeff Hargett, Senior Practice Director at The Ritz Carlton Leadership Center, shares insights with Future Healthcare Today on why the latest tech and tools aren’t necessarily a sure-fire solution to retaining leading clinicians – culture still holds a top place in regards to the most effective ways to retain top talent.
“Human Connection Returns to Retail in 2019,” by Antonia Hock, Total Retail, March 2019
Synopsis: As retailers consider the trends that will impact their businesses in 2019 and beyond, one exciting trend crossing all segments of retail is the renewed focus on the human connection — i.e., building authentic relationships and stimulating community connections. This article explores three ways retailers can bring to life the human connection.
“Celebrating International Women’s Day with Girl Power Advice by 25 Inspiring Women,” by Christine-Lauren Pollack, Inspirations & Celebrations, March 2019
Synopsis: Global Head & VP of The Ritz-Carlton Leadership Center, Antonia Hock shares her insights about overcoming challenges and embracing fear in her career. Antonia’s insights are part of the impressive lineup of advice, including other insights from Bobbi Brown, Miss USA 2018 and Alison Sweeney.
“4 Digital Customer Experience Strategy Tips for 2019,” by Erin Ollila, SmarterCX March 2019
Synopsis: Antonia Hock, VP of The Ritz-Carlton Leadership Center, shares thoughts on how to introduce anticipation into your digital customer experience.
“4 Brands That Mastered the Omnichannel Customer Experience,” by Erin Ollila, SmarterCX, February 2019
Synopsis: In this article from SmarterCX, readers learn how 4 brands are mastering omnichannel customer experiences across different industries. Antonia Hock, Global Head & VP of The Leadership Center shares her insights on why some brands are getting it right.
“Why Customer Experience is Still Lagging,” by Phil Britt, CMS Wire, February 2019
Synopsis: Antonia Hock, Global Head & VP of The Leadership Center shares insights as to the challenges companies face when it comes to CX, largely driven by the fact that customers are seeking the ability to have a profound, efficient and personalized experience via the mobile world.
“Top CEOs Share How Customer Experience Starts with Culture,” by Robert Reiss, Forbes, February 2019
Synopsis: Article features insights from Herve Humler, Chairman Emeritus of The Ritz-Carlton, on how The Ritz-Carlton sustains our notable culture. The Ladies and Gentlemen of The Ritz-Carlton are “the most important asset in our service delivery to our guests. We trust in their work, empower them, and give them the tools and resources to succeed and they rise to the occasion.”
“Micro Moments That Can Lead to Big CX Wins,” Panel Presentation by Antonia Hock, Vice President & Global Head of The Ritz Carlton Leadership Center, eTail West, Palm Springs, CA, February 2019
Synopsis: Examining the small interactions, often on mobile, can greatly influence purchase decisions. As such, you need to ensure you are mapping out the customer journey to better understand when these micro moments might occur.
“Embracing the Experience Economy,” by Antonia Hock, Vice President & Global Head of The Ritz Carlton Leadership Center, January 2019
Synopsis: From commitment to culture to transforming the talent experience, Antonia shares 5 key actions organizations can take to truly embrace the experience economy in our latest white paper.
“How to Thrive in the Experience Economy,” by Antonia Hock, Wavelength Blog, November 2018
Synopsis: In this article, Antonia Hock, VP of The Ritz-Carlton Leadership Center, shares insights on how brands can – and must learn to – thrive within the experience economy.
“Antonia Hock Named to Luxury Daily Top 25 Women to Watch List,” from The Ritz-Carlton Leadership Center News Room, October 2018
Synopsis: Luxury Daily, the world’s leading luxury business publication, has named Antonia Hock, VP of The Ritz-Carlton Leadership Center, to its 2019 Top 25 Women to Watch in Luxury list. With this announcement, Hock highlights how the Leadership Center is poised to drive significant impact across the luxury segment in 2019.
“Shareable Moments On Social Drive Sales,” by Deborah Weinswig, Forbes, July 2018
Synopsis: Ritz-Carlton Leadership Center VP Antonia Hock shares how anticipatory services and wow moments lead to great experiences and customer loyalty.
“Creating Value Through Meaningful Experiences: How Volkswagen Australia Wins Customers And Earns Their Loyalty,” Forbes, May 2018
Synopsis: Jason Bradshaw, Chief Customer Officer of Volkswagen Australia, articulates his organization’s approach to customer experience and discusses their “experience-immersion” trips with The Ritz-Carlton Leadership Center.
“How The Ritz-Carlton Leadership Center Uses Employee Engagement To Drive Customer Experience,” by Bryan Borzykowski, Forbes, May 2018
Synopsis: The Ritz-Carlton Leadership Center VP, Antonia Hock, and Sr. Dir., Jeff Hargett discuss The Ritz-Carlton philosophy and approach to achieving exceptional customer experience.
“Leaders of Luxury Series: Robert Chavez, President & CEO of the Americas, Hermès of Paris,” featured in the Robb Report, presented by International Luxury Travel Market (ILTM), November 2017
Synopsis: Robert Chavez speaks to the personalized service excellence culture of the Ritz-Carlton brand.
“The 2017 Sotheby’s International Realty® Global Networking Event,” by Erik Weinbrecht, Sotheby’s International Realty Extraordinary Living Blog, October 2017
Synopsis: The Ritz-Carlton Leadership Center takes the stage at the 2017 Sotheby’s International Realty Global Networking Event.
“Is the Customer Really Always Right? A Hotel Company Invests in its Employees First,” by Dawn Bailey, Blogrige The Official Baldrige Blog, July 2017
Synopsis: What if the customer isn’t always right?
“The Ritz-Carlton Leadership Center Welcomes Antonia Hock as New Vice President,” from The Ritz-Carlton News Room on May 2016
Synopsis: Announcement about the new Vice President of The Ritz-Carlton Leadership Center and her goal to expand The Leadership Center into a world-renowned advisory, consulting and executive training powerhouse.
“Building a Culture of Engagement as the Foundation for Patient Experience: On the Road – Keck Medicine of USC,” from The Beryl Institute posted by Stacy Palmer on March 2016
Synopsis: Shares how Keck Medicine of USC transformed its organizational culture to encompass a committed focus on employee engagement and patient experience.
“Top 100 Leadership Blogs on the Web,” from Feedspot posted by Anuj Agarwal in March 2016
Synopsis: The Ritz-Carlton Leadership Center’s blog earns spot on Top 100 leadership blogs.
“What Steve Jobs Stole From Ritz-Carlton (and You Should Steal From Apple),” from Inc. written by Micah Solomon in June 2015
Synopsis: The Ritz-Carlton inspired Apple’s Genius Bar.
“Devils check in with Ritz: Ritz-Carlton helps team improve customer service,” by Don Muret, Street & Smiths Sports Business Journal, August 2014
Synopsis: Ritz-Carlton shared best practices with more than 500 people tied to game-day operations at the Newark arena, including team executives.
“Roll Out the Blue Carpet How Ritz-Carlton can teach you to serve your customers better,” by Duff McDonald, CNN, May 2014
Synopsis: Inside look at The Ritz-Carlton culture and best practices that power the brand’s commitment to service excellence.
“Interview: How Ritz-Carlton Sells Its Service Expertise Outside of Travel,” by Greg Oates, Skift, April 2014
Synopsis: Ritz-Carlton is sharing best practices with corporate America and adapting those to Millennial behavioral trends.
“How to get the most mileage out of your employees,” by Eric Barton, BBC, August 2013
Synopsis: Cultivating more committed employees through working with goals.
“Taking Cue from Ritz-Carlton’s Customer Service,” by Kelly Kearsley, The Wall Street Journal, March 2013
Synopsis: The president of BKD Wealth Advisors shares how his firm put the principles of The Ritz-Carlton into practice and how the results have positively impacted its business.
“How the Ritz-Carlton Inspired the Apple Store,” from Forbes April 10, 2012
Synopsis: Author Carmine Gallo explores how Apple has benchmarked The Ritz-Carlton.