May 11th, 2018
Significant Stat 73% of customers repurchase if they are very satisfied by their problem resolution experience. Even in a ...
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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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February 28th, 2017
The Ritz-Carlton Perspective How much time are you spending each week speaking to your employees about passion and the purpose of their ...
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February 21st, 2017
The Ritz-Carlton Perspective Peering at your computer or smartphone or having your back to the customer is not a warm welcome. It leaves a ...
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February 14th, 2017
The Ritz-Carlton Perspective Emotion should not be a part of problem resolution. Data is key. Ask employees for facts—not feelings. DOs ...
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February 7th, 2017
The Ritz-Carlton Perspective The best leaders teach employees to take ownership for their mistakes. Everyone makes mistakes, and everyone ...
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January 31st, 2017
The Ritz-Carlton Perspective Leaders set the tone. When leaders are grumpy and disengaged, how can they expect their employees not to be ...
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January 24th, 2017
The Ritz-Carlton Perspective Treat customers as if they will remain customers. Do not treat them as though this is the last time you will ...
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January 17th, 2017
The Ritz-Carlton Perspective When your employees receive consistent feedback throughout the year, they will not be surprised or blindsided ...
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January 10th, 2017
The Ritz-Carlton Perspective Customers see employees as representatives of your company. Their manners, style and attitudes reflect on ...
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