How Horst Schulze created exceptional customer service at the Ritz-Carlton

Horst Schulze explains what it takes to deliver exceptional customer service and gets rewarded with high customer loyalty


Horst Schulze, former president and COO of the Ritz-Carlton Hotel Company, says: “Unless you have 100% customer satisfaction—and I don’t mean that they are just satisfied, I mean that they are excited about what you are doing—you have to improve”. “And if you have 100% customer satisfaction, you have to make sure that you listen just in case they change…so you can change with them.”




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