Long before Zappos and the Apple Store, the Ritz-Carlton became one of the best examples of luxury, over-the-top, best-in-the-business customer service. In fact, when the Apple Store experience was being designed, the Ritz-Carlton was purportedly a model for that retailer’s own philosophy of customer service.
I recently had the opportunity to chat with Allison Sitch [@LuxPRLady], Vice President of Global Public Relations at The Ritz-Carlton Hotel Company. When asked what Ritz-Carlton hopes to achieve using social media, I didn’t hear one of those typical refrains often heard in the hospitality industry, “fill more beds,” or “lower our vacancy rate.” Instead, I heard about the hotel chain’s commitment to deepening the engagement with current guests, as well as aspiring or potential customers.
Read the full article at The Ritz-Carlton Uses Social Media to Create Indelible Memories.
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