Comments on: Putting on the Ritz http://www.serviceuntitled.com/putting-on-the-ritz/2010/02/11/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: crm intelligence & strategy @crm intelligence & strategy http://www.serviceuntitled.com/putting-on-the-ritz/2010/02/11/comment-page-1/#comment-1067554 crm intelligence & strategy @crm intelligence & strategy Mon, 15 Feb 2010 05:43:06 +0000 http://www.serviceuntitled.com/?p=1545#comment-1067554 [...] 2) Loyalty – I wrote before how loyalty becomes an emotional thing over time when you over-delivered to your customers.  The consistent over-delivery is what creates a bond with the experience that makes customers move from rational to emotional loyalty. We are more willing to forgive a bad experience from Beloved Brands than from any other brand.  If the Ritz Carlton screws up (yes, it happens) and they say they will make it up to you, you better believe it till blow your expectations of “making it up to you” out of the water.  If AT&T says they will make it up to you — well, you get the picture.  Which brand generates emotional loyalty in every interaction? Beloved Brands — the ones that are out to exceed customers’ expectations. [...] [...] 2) Loyalty – I wrote before how loyalty becomes an emotional thing over time when you over-delivered to your customers.  The consistent over-delivery is what creates a bond with the experience that makes customers move from rational to emotional loyalty. We are more willing to forgive a bad experience from Beloved Brands than from any other brand.  If the Ritz Carlton screws up (yes, it happens) and they say they will make it up to you, you better believe it till blow your expectations of “making it up to you” out of the water.  If AT&T says they will make it up to you — well, you get the picture.  Which brand generates emotional loyalty in every interaction? Beloved Brands — the ones that are out to exceed customers’ expectations. [...]

]]> By: Tim Sanchez http://www.serviceuntitled.com/putting-on-the-ritz/2010/02/11/comment-page-1/#comment-1067230 Tim Sanchez Thu, 11 Feb 2010 19:20:41 +0000 http://www.serviceuntitled.com/?p=1545#comment-1067230 I would expect this type of service from the Ritz. That's because Ritz-Carlton has done a remarkable job of building a culture that consistently delivers the type of service you mentioned. What's amazing to me is that other chains haven't followed suit. What if you could get the same type of service from a Holiday Inn? Would the perceived value of a Ritz still be the same? Seems like a huge opportunity for the so-called value chain hotels. I would expect this type of service from the Ritz.

That’s because Ritz-Carlton has done a remarkable job of building a culture that consistently delivers the type of service you mentioned.

What’s amazing to me is that other chains haven’t followed suit. What if you could get the same type of service from a Holiday Inn? Would the perceived value of a Ritz still be the same? Seems like a huge opportunity for the so-called value chain hotels.

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