The Importance of Customer Loyalty and Effective Leadership

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. Schulze is the author of the book "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.”