Inspired Thinking: Point of View

“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.” – Henry Ford, Founder of the Ford Motor Company

The Ritz-Carlton Leadership Center:

On any team, in any organization, being able to see possibilities from many angles will set you apart.  Team members who can emotionally remove themselves from a process and view the situation as a customer, a guest or a patient have an instant advantage. Being able to look through the client lens is also valuable when reviewing the feedback generated about the experience you’re providing. The Ritz-Carlton encourages our Ladies and Gentlemen to take time and view the operation from the guest’s point of view by offering employee discounts at properties around the world. When we are able to be the guest and experience how we live our Gold Standards, we can learn how to serve our guests even better. How do your employees walk in the customers’ shoes? 

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. Join us at our Symposium: Your Journey to Service Excellence. We also guide organizations through a multi-step process in order to achieve sustainable culture transformation. 

Inspired Thinking – Social Media

“In fact, I believe the first companies that make an effort to develop an authentic, transparent, and meaningful social contract with their fans and customers will turn out to be the ones that are the most successful in the future. While brands that refuse to make the effort will lose stature and customer loyalty.” — Simon Mainwaring, branding consultant and social media specialist

The Ritz-Carlton Leadership Center:
Social media can be a powerful extension of your brand. However, having a social media presence is not enough. As Mr. Mainwaring points out, you want to create “an authentic, transparent, and meaningful social contract.” The Ritz-Carlton approach to social media is to interact in meaningful ways with our communities; developing deeper connections with them and enabling conversation even when they are not physically staying with us. The interactions across each of the 12 social channels on which we have a presence are a natural extension of the way we interact with our guests in hotels. Social media provides the opportunity to not only connect but engage with past, present, and future customers.

In July, The Ritz-Carlton Hotel Company, L.L.C. was ranked number one for social media engagement in the hotel industry by Engagement Labs. Learn more about The Ritz-Carlton approach and strategies for social media.