Creating a Culture of Excellence and Customer Service

In this podcast episode, the speaker interviews Horst Schulz, founder of Capella Hotel Group and co-founder of Ritz Carlton. They discuss the importance of excellence and customer service. Schulz emphasizes the need to focus on serving customers and meeting their expectations. He shares how personalized service and individualizing the customer experience create loyalty. Schulz also highlights the shift in customer expectations, with customers now seeking personalized and individualized experiences rather than just traditional luxury. Overall, the episode examines the importance of creating a culture of excellence and serving customers in order to build a successful organization.