#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture

Ritz Carlton is not just a brand.   It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The concept of “We are, ladies and gentlemen, serving ladies and gentlemen” is central to Horst's philosophy. How has this idea shaped the service standards in the hotel industry and beyond? 👉 What role does leadership play in creating an environment where employees are motivated to meet and exceed customer expectations, according to Horst? 👉 How does employee orientation contribute to the overall vision and success of an organization? How Horst overcame a terminal cancer diagnosis that led him to a newfound faith and deeper appreciation for life and relationships. From the legendary 24 principles, to “my pleasure” (Chick-fil-A got it from Horst), to a $2000 customer happiness fund for every employee, Ritz is the gold standard for CX excellence.  A must listen for anyone who wants to learn from a true master. 🔊 Listen now and subscribe for more insights: https://www.empoweredcx.com/podcast   Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company, https://qrcd.org/5b23