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An Idea A Day by David Thompson

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CUSTOMERS

MASS CUSTOMIZATION

Jeremy Kourdi

The idea

By applying information technology effectively, and training all of its employees to use information, the Ritz-Carlton hotel chain has, over the last 15 years, developed into one of the most successful luxury hotel chains in the world, providing customers with a highly personalized service. The Ritz-Carlton strategy was quite simple: to differentiate itself from its competitors ...

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