The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

3Be Relevant

We must always change,renew, rejuvenate ourselves;otherwise we harden.

JOHANN WOLFGANG VON GOËTHE

“I expect elegant. But I also expect that I have to enter into their world instead of their coming into mine.” Such was the reaction shared by a modern luxury customer during a focus group discussion concerning Ritz-Carlton. Similar guest comments reflected the perception—and consumer perceptions are reality—that Ritz-Carlton needed to refine its approach to product and service offerings in accord with a changing customer base. As important as it is to establish a framework of values to guide an organization’s culture, it’s equally crucial to reevaluate mission statements to ensure they are relevant to the evolving needs of customers. ...