Ritz-Carlton Creates Committed Customers with Stories

It’s always gratifying to learn of another company whose leaders appreciate–and effectively use–the power of storytelling. And it’s particularly exciting to learn that an organization respected as a leader in a luxury market is dedicated to the practice I’ve been “preaching” for nearly 14 years.

So imagine how delighted I was to see an article today in BusinessWeek.com about Ritz-Carlton’s use of stories. The highlight of the article relates how daily employee meetings at every hotel around the world features the sharing of a “wow” story–the same story at every hotel–that exemplifies the extraordinary level of service the hotel strives for.

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