How do you determine what customers value?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze talks about how many leaders make assumptions about what…
Management & Strategy
How do you determine your customers’ core values?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze speaks to the need to do market studies and…
How do you utilize market data correctly?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze discusses the need to test out new ideas and…
Tell us about your initiative to allow all employees to use up to $2000 to make customers happy
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze talks about a controversial initiative he implemented while with…
How has the move toward providing personalized service affected the luxury hotel market?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze comments on the growth of personalized and individualized services…
How can large organizations provide personalized service effectively?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze explains the best ways for organizations to effectively provide…
What are the important elements of customer service?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze goes over his three steps to providing excellent customer…
Why is customer service important for internal customers?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze explains why the concepts of excellent customer service should…
Can you provide an example of using root cause analysis in problem-solving?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze provides an example of how he utilized root cause…
How do you deal with unhappy customers?
Horst Schulze (Author & Founding President and COO, Ritz Carlton) Horst Schulze categorizes three types of customers who complain. According to…