I just read an interesting interview in Forbes with Simon Cooper, president of the Ritz-Carlton, who provides some insight into Ritz-Carlton’s customer-centric culture. Here are some of Cooper’s remarks: We focus on three fundamentals.
Source: http://bx.businessweek.com/customer-service/inside-ritz-carltons-customer-centric-culture/5634224701832354024-a872c8804d16b67ee99e062cd7db8c91/
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