Blog

Customer Service

Customer Experience: Luxury Fashion

June 6th, 2018

LUXURY SHOPPERS EXPECT A PERSONALIZED, ELEVATED RETAIL EXPERIENCE A busy executive decided she was going to invest some of her precious ...

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Patient Experience: A New Doctor

May 3rd, 2018

A NEW DOCTOR, A NEW PATIENT EXPERIENCE A young woman moved to a new house, several miles from her old apartment. This move meant her ...

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The Worst Apology I’ve Ever Heard

April 30th, 2018

John's Perspective Service recovery is a necessary part of conducting business. Invest in executing it properly and even in the ...

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Significant Stat: Grateful for Experiential Purchases

November 22nd, 2016

Workplace Challenge “People are more grateful for what they’ve done than what they have, and that gratitude can lead to greater ...

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DOs and DON’Ts of Problem Resolution

June 8th, 2016

Something has gone wrong here—whether your product wasn’t right, your service wasn’t on time or the customer’s expectations were ...

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Etiquette & Engagement: Poised

June 3rd, 2016

Imagine if every person acted like a lady or gentleman….. Etiquette Tip: Ladies and gentlemen are poised when serving others. A ...

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Etiquette & Engagement: Alert

April 15th, 2016

Imagine if every person acted like a lady or gentleman….. Etiquette Tip: Ladies and gentlemen are alert when listening to ...

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Significant Stat: Experiences Have a Long-Lasting Impact

April 11th, 2016

39% continue to avoid vendors two or more years after a bad experience. (source) Advice from Valori Borland, Corporate Director, Culture ...

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Significant Stat: Access to Information

April 4th, 2016

55% say easy access to information and support can make them fall in love with a brand. (source) Advice from Joseph Quitoni, Corporate ...

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“Does this employee care about me?”

March 23rd, 2016

In this guest blog post, Bill Quiseng, customer service speaker, blogger and award-winning author, weighs in on a guest story from The ...

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