by Carmine Gallo
As customer satisfaction scores continue to decline, take a page from the Ritz-Carlton playbook to motivate your team and to improve the service you offer your customers. I recently gave a presentation on the topic of innovation for a conference of landscaping professionals at a Ritz-Carlton in Amelia Island, Fla. I reminded the audience that innovation isn’t limited to creative ideas that are turned into breakthrough products. Don’t forget to innovate around the customer service experience as well, using the Ritz-Carlton as a model.
Customer satisfaction is in bad shape as measured by the American Customer Satisfaction Index. The organization released a survey in February that shows the biggest decline in the index in two years. The poor economy has led to layoffs forcing the employees who are left to do more with fewer resources. Yet the Ritz-Carlton continues to delight its guests by focusing on integra...(register to read more)