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EP 11: The Ritz-Carlton Experience w/ Antonia Hock
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Antonia Hock, Global Head of The Ritz-Carlton Leadership Center, joined Mike Evenson on episode 11 of the Unobstructed podcast. They discussed Ritz-Carlton’s status as a culture-first and customer-centric organization that empowers its employees to create unforgettable experiences. Antonia shared why all staff members carry the Ritz-Carlton Credo Card and how it represents the heart and soul of their culture, values and service strategy.
They also talked about opportunities for surprise and delight, anticipating customer needs, strategies to cultivate loyalty and why you should avoid asking, “How can I help you?”
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