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: http://www.peoplemetrics.com/blog/why-the-ritz-carlton-is-1-in-customer-engagement-6-customer-love-factors-in-their-credo/