Sharing industry insights in Hospitality – Management – Technology – Marketing

Why The Ritz-Carlton Is #1 In Customer Engagement

In 2010 a company called PeopleMetrics did a study on customer engagement. They interviewed 5,000 customers and found that customer engagement is rooted in six different characteristics: offer, care, consistency, trust, effort, and genuineness. All six of these factors can be found embedded in the Ritz-Carlton’s Credo.

I want to quickly discuss care as I find this to be the first step in generating any type of customer loyalty. If you truly care about your customer, they will notice and appreciate it. If we come off as someone who does not care about the customer then they will seek to speak with someone else. This would decrease customer engagement and therefore it is Ritz-Carlton’s “highest mission.” Care goes hand in hand with the other three factors of customer engagement. If we do not show customers that we care in a genuine way then trust, effort, and consistency will all fall below the waistline.

For full story by PeopleMetrics visit:

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4 Responses »

  1. You really make it appear so easy together with your presentation however I in finding this matter to
    be really one thing which I think I would by no means
    understand. It seems too complicated and extremely broad for me.

    I’m looking forward to your next publish, I’ll attempt to get the cling of it!

  2. I’m glad you found the study useful, and thank you for the link to our work. If you are interested in learning more about how to create a company culture of Care I would encourage you to check out this post:


  1. Using Technology To Make Ordering In A Restaurant More Efficient + Menu Technology Infograph | Maki Hospitality

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My career aspiration is to deliver world class leadership in the hospitality and tourism industry. This blog is dedicated to sharing industry insights in marketing, technology, leadership management and hospitality.

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