The concept of thought leadership centers around leading a conversation and encouraging others to think differently, consider trends and form alternative points of view.
Most recent stories in Thought Leadership
Tell Customer Service Employees What You Want From Them -- Otherwise, You'll Never Get It
Building a great customer-centric organization and culture, an organization that can deliver superior customer service, requires more than simply recruiting the best potential employees (though that is essential). It also requires that you also unlock these employees' optional, discretionary …
“Guests today define themselves by what they have experienced versus what they have bought. The aspiration is about authenticity and originality. They are very connected with the local culture. That’s what Ritz-Carlton has to deliver on.”
“Herve Humler, President and Chief Operating Officer, The Ritz-Carlton Hotel Company: This is what we’ve always called here at The Ritz-Carlton, for decades before it became a popular buzzword in business, “empowerment.“ Empowerment is often manifested as the power of our employees to break away from the routine. This requires attention to seek out the moments where a break from the routine brings value to the guest: If you are server, you listen to the customer, and if he expresses a desire for something different from what you are currently doing now, you cater to it.”
Ritz-Carlton President Herve Humler's Leadership, Culture And Customer Service Secrets
It’s been a back-to-our-roots scenario lately at The Ritz-Carlton Hotel Company, where Herve Humler, part of the original executive team that more than 30 years ago created the hotel brand as we know it, has settled in at the helm, replacing an “imported” CEO, Simon Cooper, who stepped down in 2010. …