Horst Schulze talks about how many leaders make assumptions about what customers value without doing the work. According to Schulze, making an assumption by yourself is just a study of one.
Author & Founding President and COO, Ritz Carlton
As founding president and COO of Ritz-Carlton, Horst Schulze established a new standard of excellence in his industry. He energizes organizations to reconnect with their service commitment. Horst is the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.
