Podcast appearances and mentions of Horst Schulze

In this replay from Season 2 of the Win Make Give podcast, the co-hosts dive into the world of entrepreneurship and effective leadership, with a special focus on the duties of a CEO. The discussion is sparked by the story of Caesar Ritz, the founder of the Ritz Carlton, and how his legacy continues to influence the hospitality industry. Ben, Chad, and Bob explore the concept of customer service and what it means to embody a CEO's role. Drawing insights from Horst Schulze, former CEO of Ritz Carlton, they explore the fine line between tradition and innovation while managing a successful business. The conversation takes a deep dive into the four primary duties of a CEO: recruiting talent, retaining talent, ensuring productivity, and managing financial stability. The hosts discuss the necessity of maintaining high standards in every customer interaction and how it impacts long-term loyalty and success. They highlight the importance of direct involvement of CEOs in key areas such as talent acquisition and financial oversight. The episode also draws parallels between business management and personal life, offering listeners a broader perspective on leadership and management. This insightful discussion is peppered with anecdotes, humorous exchanges, and valuable lessons that can be applied both professionally and personally. ---------- Connect with the hosts:     •    Ben Kinney: https://www.BenKinney.com/     •    Bob Stewart: https://www.linkedin.com/in/activebob     •    Chad Hyams: https://ChadHyams.com/     •    Book one of our co-hosts for your next event: https://WinMakeGive.com/speakers/ More ways to connect:     •    Join our Facebook group at www.facebook.com/groups/winmakegive     •     Sign up for our weekly newsletter: https://WinMakeGive.com/sign-up     •     Explore the Win Make Give Podcast Network: https://WinMakeGive.com/ Part of the Win Make Give Podcast Network

My wife often jokes that I read 4-5 books simultaneously. It's true! If you own a digital book reader or use an audiobook app like Audible to consume books, then you've probably jumped between a title or two as well, depending on your mood.   By Editor, Concierge Medicine Today   I personally love bouncing between a few titles and topics. I think the secret is listening or reading one chapter at a time once or twice a week! Then, I jump onto a podcast path, perhaps with a similar author I find interesting in the car or during a workout.   But finding the right balance between learning and pleasure is important, especially FOR Doctors!   Reading a few books simultaneously helps me avoid getting stuck or bored. If a book or a chapter is too slow, allow yourself to skip a track or jump a few pages. Life is too short, and there are too many great books to push through painfully.   Throughout nearly the past two decades here at Concierge Medicine Today, we compiled a list of books that either I've read and found helpful or your peers and those we've interviewed over the years here at Concierge Medicine Today, our conference, the Concierge Medicine Forum, or our podcast, The DocPreneur Leadership Podcast, have been recommended to us on this topic.   Note: If you're specifically only looking for books about Concierge Medicine, we included a few recommendations at the end of the article we would offer for your consideration as well.    In keeping with what we've learned today … “The best leaders are readers!” — here are some of the titles your peers have mentioned and a few more books that have come across our path we recommend Physicians consider —   Supercommunicators: How to Unlock the Secret Language of Connection" by Charles Duhigg" "Radical Candor: Fully Revised & Updated Edition: Be a Kick-Ass Boss Without Losing Your Humanity" Hardcover – Big Book, October 1, 2019 by Kim Scott "No More Waiting Rooms: A Customer Service Road Map to Help Remarkable Medical Offices Navigate Their Way Towards an Irresistible Practice Where Gratitude Is on Repeat!" by Michael Tetreault "Counterclockwise: Using Peptides to Renew, Rejuvenate, and Rediscover" by Dr. Suzanne J Ferree "Essentialism: The Disciplined Pursuit of Less" Paperback – December 29, 2020 by Greg McKeown (Author) "Designing for Health: The Human-Centered Approach" Hardcover – November 13, 2023 by Craig Joseph (Author), Jerome Pagani (Author) "Untangle Your Emotions: Naming What You Feel and Knowing What to Do About It" Hardcover – February 13, 2024 by Jennie Allen (Author) "Unstoppable Brain: The New Neuroscience that Frees Us from Failure, Eases Our Stress, and Creates Lasting Change" Hardcover – April 30, 2024 by Kyra Bobinet (Author) "Today Matters: 12 Daily Practices to Guarantee Tomorrow's Success" by John C. Maxwell (Author) "The Beauty of Everyday Things" (Penguin Classics) Translation Edition by Soetsu Yanagi (Author) "Supercommunicators: How to Unlock the Secret Language of Connection" by Charles Duhigg "The Blood Pressure BluePrint: The Holistic Guide to Defeating Hypertension" by Dr. Ellie Campbell "Never Split the Difference: Negotiating As If Your Life Depended On It" by Chris Voss (Author), Tahl Raz (Author) "Power of Moments" by Dan and Chip Heath "The Simple Truths of Service" by Ken Blanchard and Barbara Glanz "The Power of Customer Experience: 5 Elements to Make An Impact" by Elizabeth Dixon "Find Your Yellow Tux: How to be Successful by Standing Out" by Jesse Cole “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze, Dean Merrill, et al. "The Comeback Effect" by Jason Young “The Other Side of Illness: Unexpected Blessings” by Dr. Robin Hall "The Forgotten Power of Bathing: How a Daily Bath Can Improve Your Health and Happiness" by Élaine Drolet and Dr. Ken Redcross MD "Well Designed Life: 10 Lessons in Brain Science & Design Thinking for a Mindful, Healthy, & Purposeful Life" Paperback – September 12, 2015 by Kyra Bobinet MD MPH (Author) “The EntreMD Method: A Proven Roadmap for Doctors Who Want to Live Life and Practice Medicine on Their Terms” by Nneka Unachukwu “Unreasonable Hospitality” by Will Guidara "Breathing Room: A 28-Day Devotional for Women" by Sandra Stanley "The Diary of a CEO: The 33 Laws of Business and Life" by Steven Bartlett “Trillion Dollar Coach” by Eric Schmidt (Author), Jonathan Rosenberg (Author), Alan Eagle (Author) “Necessary Endings” by Henry Cloud "How Teens Win: The Student's Guide to Accomplishing Big Goals" by Jon Acuff "Vivid Vision: A Remarkable Tool For Aligning Your Business Around a Shared Vision of the Future" by Cameron Herold “Hospitable Healthcare: Just What the Patient Ordered!” by Stowe Shoemaker, Ph.D. (Author) & Peter Yesawich, Ph.D. (Author) “Outlive” by Peter Attia MD and Bill Gifford "DISMISSED: Tackling the Biases That Undermine our Health Care" by Angela Marshall, M.D. “Cooking with Trader Joe's Cookbook: Lighten Up!” by Susan Greeley (Author) "Secrets of Longevity: Hundreds of Ways to Live to Be 100" by Dr. Dr. Maoshing Ni “When the Heavens Went On Sale” by Ashlee Vance “Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference” by Stephen Trzeciak and Anthony Mazzarelli “KING. A life.” by Jonathan Eig "Made for More: Physician Entrepreneurs Who Live Life and Practice Medicine on Their Own Terms" by Dr. Nneka Unachukwu “What To Do Next: Taking Your Best Step When Life Is Uncertain” by Jeff Henderson (Author) “The Doctor's Guide to Concierge Medicine” by Concierge Medicine Today (Author) "Originals: How Non-Conformists Move the World" by Adam Grant and Sheryl Sandberg "Think Again: The Power of Knowing What You Don't Know" by Adam Grant “Leading with Dignity: How to create a culture that brings out the best in people” by Donna Hicks “Winning the War in your Mind” by Craig Groeschel “Liturgy of the Ordinary: Sacred Practices in Everyday Life” by Tish Harrison Warren "Rebel Ideas: The Power of Thinking Differently"by Matthew Syed “The 16 Undeniable Laws of Communication” by John Maxwell "The Visibility Formula: Taking Your Business From Best Kept Secret To Household Name" by Dr. Nneka Unachukwu (Author) "Start with Why: How Great Leaders Inspire Everyone to Take Action" by Simon Sinek   We want to hear from you: what other books or resources would you add to this list? Email us at editor@conciergemedicinetoday.org.   Books Specific to Physicians Wishing to Learn About Concierge Medicine or Peer Recommended That Concierge Medicine Physicians Have Read Specific To Filling a Knowledge Gap About Business During Their Transition Into Concierge Medicine   “The EntreMD Method: A Proven Roadmap for Doctors Who Want to Live Life and Practice Medicine on Their Terms” by Nneka Unachukwu "The Power of Customer Experience: 5 Elements to Make An Impact" by Elizabeth Dixon “What To Do Next: Taking Your Best Step When Life Is Uncertain” by Jeff Henderson (Author) “The Doctor's Guide to Concierge Medicine” by Concierge Medicine Today (Author) “The Other Side of Illness: Unexpected Blessings” by Dr. Robin Hall "Hospitable Healthcare: Just What the Patient Ordered!” by Stowe Shoemaker, Ph.D. (Author) & Peter Yesawich, Ph.D. (Author) "No More Waiting Rooms: A Customer Service Road Map to Help Remarkable Medical Offices Navigate Their Way Towards an Irresistible Practice Where Gratitude Is on Repeat!" by Michael Tetreault "The Ultimate Private Practice Playbook: Step-by-Step Strategies for Building a Practice That's Uniquely Yours" Paperback – Released: January 1, 2025 by Dr. Brook Choulet M.D.  “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze, Dean Merrill, et al. "The Comeback Effect" by Jason Young   Bonus!   “Necessary Endings” by Henry Cloud “Unreasonable Hospitality” by Will Guidara

Listen to Hospitality Daily founder and host Josiah Mackenzie share highlights and lessons learned in 2024, plus what he's excited by for 2025.Highlights:(1:37) Chip Conley(3:56) Kristie Goshow at KSL(5:04) Inn at Newport Ranch(6:11) Palisades Hospitality(7:22) Katina and Kyle Connaughton at SingleThread(9:39) Bashar Wali (episode one and two)(10:40) Dina Belon & Staypineapple(13:06) Horst Schulze(15:07) Nancy Mendelson + Emily Kanders Goldfischer (hertelier) collaboration(16:44) Hospitality Daily on LinkedInLessons:(17:54) #1 lesson for me(18:50) Video(20:27) Audio(21:56) Research(22:05) Research with Sojern on guest experienceLooking ahead:(23:23) Zach Demuth on hotel industry trends(23:46) More voices(24:32) Technology(24:59) My guide to hotel tech(26:10) Independent hospitality(26:40) Rob Blood at Lark(27:23) Events + Indie Lodging CongressSend Josiah a text A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Hospitality is one of the most powerful differentiators that an organization possesses, but it can be challenging to create and sustain it across an entire culture. In this episode, cofounder and former president of Ritz-Carlton Hotel Company, Horst Schulze, shares hospitality insights from a legendary career with GLN President and CEO, David Ashcraft. If you're a leader who is interested in creating a culture of excellence and customer-focused hospitality, we invite you listen in to this rich conversation!   

In this episode, Dan Ryan discusses the evolution and trends in the hospitality industry with  Scott Williams, Chief Development and Brand Officer at Main Street Hospitality. With 20 years of experience, Scott shares his journey from ballet to media to pivotal roles in hospitality giants like Starwood and Morgan's Hotel Group. He emphasizes creating memorable experiences and balancing cool, boutique aesthetics with authentic hospitality. Throughout the conversation, the two explore how independent hotels are revolutionizing the hospitality space by offering unique, local experiences and the potential growth of these establishments post-pandemic. Scott highlights how Main Street Hospitality aligns with local cultures to deliver authentic experiences. They also touch on the rise of member clubs and the importance of the Independent Lodging Congress (ILC) in fostering innovation and connection in the industry.Takeaways: Understand and communicate the deeper purpose behind your work, not just what you do. This resonates with clients and creates a strong emotional connection.Develop spaces that continuously engage and interest clients. Invest in unique and unexpected elements that align with your brand's identity to keep your offerings fresh and appealing.Tap into local culture and authentic experiences to create unique and memorable moments for your clients. Align your brand with local institutions and events to enhance authenticity.Prioritize experiential elements in your offerings. Think beyond the product or service and focus on creating an immersive and engaging experience.Allow for a degree of improvisation and flexibility in your service delivery. Being able to accommodate and adapt to unique client needs in real time can enhance satisfaction and loyalty.Consider customer needs and pain points when designing products or services. Focus on essential elements that can significantly impact the client experience, such as comfort and ease of use.If scaling up, ensure that the core values and unique selling points that made your brand successful are retained. Avoid becoming "too cool" or detached from the original vision.Quote of the Show: “There is this common shared sensibility and that sharing goes a long way in hospitality when you share it with the world.” - Scott WilliamsLinks:LinkedIn: https://www.linkedin.com/in/scottswilliams/ Website: https://www.scottswilliams.com/ Shout Outs:Starwood https://www.starwoodcapital.com/ Morgan's Hotels https://www.sbe.com/ Independent Lodging Conference https://ilcongress.com/ Highline Hotel https://thehighlinehotel.com/ Schrager Hotels https://www.ianschragercompany.com/ Canyon Ranch https://www.canyonranch.com/ Lockheed Martin https://www.lockheedmartin.com/ Horst Schulze https://horstschulze.com/ Ritz Carlton https://www.ritzcarlton.com/ Red Lion Inn https://www.redlioninn.com/ Natalia Miyar https://www.linkedin.com/in/natalia-miyar-971b0559/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

This is part of our series with Horst Schulze - listen to our other episodes here. In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work.Listeners will learn:How receiving a diagnosis from doctors changed Schulze's perspective (01:01)Why excellence is not an accident (03:04)The importance of having a vision and higher purpose (03:58)How Schulze questions his intent to contribute as much as possible (05:39)The value of offering wisdom and experiences in the later stages of life (06:10)New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Send us a textUnlocking Personalized Healthcare: Insights from Dr. Isaac JonesIn this episode, we sit down with Dr. Isaac Jones, founder of Health Experts Alliance, to explore his journey from overcoming childhood ADHD and dyslexia to pioneering a patient-centered, virtual healthcare practice. Dr. Jones shares how he transitioned from a high-volume, traditional model to a more effective and fulfilling data-driven approach. He reveals the challenges of building this practice—including early financial setbacks—and the methods he refined to deliver better patient outcomes while achieving professional success. Wellness Beyond the OrdinaryDr. Jones, alongside Horst Schulze, co-founder of Ritz-Carlton, is reimagining wellness retreats. Imagine luxury resorts offering advanced therapies like red light treatment, cold immersion, and holistic fitness programs—moving beyond typical gym facilities. These resorts aim to integrate high-tech treatments with a focus on overall health, from agility to endurance, creating a sanctuary for both healing and rejuvenation. AI's Role in Shaping Healthcare's FutureDr. Jones also explores the growing role of AI in healthcare, from improving patient engagement to streamlining data analysis for better clinical outcomes. We discuss how AI can assist providers in creating more efficient workflows, enhancing both patient care and business operations. The conversation moves from AI's technical potential to its ethical implications, offering practical insights for integrating these innovations into your practice. We also explore the importance of holistic health approaches, emphasizing psychological well-being and longevity. Chapters:(00:00) Building a Successful Virtual Practice(09:44) Revolutionizing Health Transformations Through Holistic Resorts(21:54) AI Impact on Future Healthcare(30:30) Transforming Healthcare(45:36) Cracking the Code on Longevity Links:www.healthexpertsalliance.com/ Join Over 18,000 Leading Medical Professionals and Become a Vibrant Wellness Provider Today! (https://portal.vibrant-wellness.com/#/sign-up)

This is part of our series with Horst Schulze - listen to our other episodes here. In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today.Listeners will learn:How luxury has changed (01:05)How guest expectations have changed (02:32)What constitutes a good welcome (03:34)The true meaning of hospitality (04:45)New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment.Listeners will learn:How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00)Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)This is part of our series with Horst Schulze - listen to our other episodes here. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life.Listeners will learn:The importance of starting with intent, vision, and purpose (01:03)How actions follow intent and the consequences of being purposeless (01:24)The necessity for leaders to question if their intent is of value for all concerned (02:39)The process of creating a compelling vision that people want to join (03:14)The role of dreaming in defining excellence and ultimate aspirations (04:38)How personal decisions and actions define oneself (05:41) New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Crafting an exceptional customer journey, from the initial contact through every touchpoint to post-service interactions, is crucial for ensuring your clients' satisfaction. This holistic approach to customer experience is key to setting your business apart in today's competitive market. Your customer journey consists of several key stages: inception, selling, onboarding, service delivery, and offboarding. Each stage deserves careful attention to make sure your clients feel valued and supported. By truly understanding their needs and preferences, you can create a more personalized and effective experience that fosters long-term relationships and boosts customer satisfaction. Consistency in brand personality throughout the customer journey is often overlooked, yet it's vital. A consistent brand helps build trust and makes your customers feel more connected to your business. By focusing on these aspects, you'll not only meet but exceed customer expectations, driving positive referrals and contributing to your business growth. Quotes “Having grown up in the restaurant business and hospitality, I have always, always paid very close attention to the customer experience that we provide our web customers. And one of the things we've always done is make them feel like they're walking into a restaurant, even though they're working into a virtual office.” “I think this is where a lot of businesses could differentiate, and the customer experience they provide could easily make or break them, since we're living in such a hyper competitive world.” “Customer Journey for Dummies, it is the complete sum of experiences that a customer or client will go through when they're interacting with your company, and that starts before they're actually even paying clients.  “It encompasses every single touch point and stage that a customer passes through, from first becoming aware of your brand until they make a purchase, and also if they have to return something.” “Even the way you continue to interact with them after the scope of work is complete is still part of the customer experience or customer journey.” “We're not order takers in the web development world, we're really more partners, really invested in the outcome and growing that business or growing that personal brand, just as much as the client is.” “Throughout the customer journey of working with us, we have teammates whose sole responsibility it is to check in with the client and to keep them on timeline, because timeline impacts budget, right?” “There's also an offboarding time period for clients that are heavily engaged in the workflow, offboarding and then also continuing to cultivate the relationship and continuing to help them grow and establish their brands.” “One reason why we send newsletters and we do this podcast is it's very much for our existing and past clients, just as much as it is for our potential clients. We want to keep supporting them and helping them to grow far into the future.” “One common [mistake] is just not thinking about it. Another common one is not treating a customer the way you would want to be treated and really being very focused on yourselves versus what might be going on in that customer's world or role.”  “A lot of our clients are extremely busy during our own working hours, right? We have to be mindful of what their day to day is like, and also kind of tap in to understand where their overwhelm point is and be able to adjust accordingly.” “We have these different points in our service delivery, really taking the time to map out every single touch point down.” Links mentioned in this episode: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze: https://a.co/d/5rIyWeO

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-CarltonNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact. If you're a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years! In this episode: What's the purpose and methodology of the CX ROI study? What makes it different from other studies? How can CX leaders use it to make the business case for CX? What are the DO's and DON'T of applying the findings? How should business leaders approach the use of AI when it comes to CX strategies ----------------------- Show Notes: Meet Jon Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle. Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach). Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company. Jon received his bachelor's degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Watermark's Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi Watermark's Website:  www.watermarkconsult.net Jon Picoult's Speaker Website:  www.jonpicoult.com Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact. If you're a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years! In this episode: What's the purpose and methodology of the CX ROI study? What makes it different from other studies? How can CX leaders use it to make the business case for CX? What are the DO's and DON'T of applying the findings? How should business leaders approach the use of AI when it comes to CX strategies ----------------------- Show Notes: Meet Jon Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle. Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach). Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company. Jon received his bachelor's degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Watermark's Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi Watermark's Website:  www.watermarkconsult.net Jon Picoult's Speaker Website:  www.jonpicoult.com Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X Learn more about your ad choices. Visit megaphone.fm/adchoices

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Horst Schulze says the new luxury is checking in and out whenever you want. Learn how to communicate flexibility, compassion and openness in order to earn five stars. #ThePitch #INICIVOX #VirtualMentorship

In this special recap episode of Slick Talk, Kelsey Tran (HFM Producer of Slick Talk) returns after her maternity leave, sharing her journey into motherhood and experiences of labor and delivery with host Wil Slickers. They discuss exciting updates within the Hospitality.FM network, including new hires, adding a European crew to Good Morning Hospitality, and the revival of 'Workflows and Espressos' with Meghan Moylan. Wil also provides an overview of their successful inaugural retreat, which featured an inspiring session with Horst Schulze, co-founder of Ritz Carlton. Tune in for an insightful catch-up and vision for the future of Hospitality.FM. This episode is brought to you by our sponsors at: Minut – Minut has more than just security features! They monitor noise, movement, and occupancy all within one device, and all Slick Talk listeners get 2 months FREE when they sign up with this link! Hostfully – Use code SLICKTALK for 3 months free of their digital guidebook or $100 off their property management platform! Hudson Creative Studio - Get your direct booking site and brand built by them, and never look back! ——– Thank you for tuning into our podcast! Slick Talk is a Hospitality.FM production, and you can find more of our shows at Hospitality.FM or anywhere else you listen to your podcasts! Listen to more episodes on our website and take a look at our amazing podcast and network sponsors that make this all possible! You can also listen to our Monday morning podcast, Good Morning Hospitality, where we dive into the industry as a whole in a more casual setting! If you ever want to contact us for guest suggestions or anything else related to the podcast, please fill out our contact form, and we will be in touch! Last but not least, we love to connect on LinkedIn! Let's connect there so you can see the daily content we post beyond the podcast! Learn more about your ad choices. Visit megaphone.fm/adchoices

Ritz Carlton is not just a brand.   It's a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry.

In this episode, we delve into the journey of becoming a leader with Horst Schulze, Co-founder of The Ritz-Carlton. Schulze shares his invaluable insights on the essential qualities and skills required for becoming a leader in today's dynamic business environment. We discuss the critical role that tough conversations play in leadership and how they can drive growth and improvement. Learn from Schulze's experiences and discover practical advice on navigating the challenges of becoming a leader while fostering a culture of excellence. Tune in to understand why becoming a leader is not just about authority but about making impactful decisions and driving positive change.   Get the show notes for Becoming a Leader and the Need for Tough Conversations with Horst Schultze, Co-founder of The Ritz-Carlton Click to Tweet: Listening to a fantastic episode on Growth Think Tank with #HorstSchulze featuring your host @GeneHammett https://bit.ly/gttHorstSchulze1100   #BecomingaLeader #GeneHammettPodcast #GHepisode1100 #bestsellingauthor     Give Growth Think Tank a review on iTunes!

#165: Horst Schulze is the Co-Founder of the Ritz Carlton & Founder of the Capella Hotel Group. He is also author of the book "Excellence Wins",  a no nonsense guide to becoming the best in a world of compromise. He is a legend and leader in the hotel world and his teachings and vision have reshaped the concepts of service and hospitality across industries.During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.Today he actively speaks and consults across all industries. His leadership content can be purchased and viewed at NeedToLead.com where the content can be licensed for a larger audience. In the show we get to hear his story of growing up in German, getting into the hotel industry, hard work, excellence is a result of high intent, success, purpose, vision, service, marriage, faith, and much more!Enjoy the show!Ways to engage with Horst Schulze:Website: HorstSchulze.comAll social media platformsBook: Excellence Winshttps://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise/dp/0310352096Leadership content: NeedToLead.com

In this encore episode of THE MENTORS RADIO, Host Tom Loarie talks with Horst Schulze, the legendary founder of the Ritz Carlton hotel group. You'll learn Horst's journey first-hand—from busboy to founder, how it all began with a dream at age five, why setting the gold standard for customer service was so important to him, and how his pursuit--and achievement--of a 'culture of excellence' set his hotel brand apart from the rest. Horst talks about the influence and mentorship of his first boss, his defining vision for himself and how this came about, the founding of the Ritz Carlton, its founding principles and overcoming some of the challenges and struggles through the years. What kept Horst motivated? How did Horst teach his team to address ANY complaints? You'll learn how setting the gold standard for customer service ultimately led to the creation of the most iconic hotel brand in the world…truly inspiring, and worthy of imitation. Listen to The Mentors Radio show on the radio or via live-streaming on iHeart Radio worldwide… You can also listen on ANY podcast platform, including Apple podcast, iTunes, Spotify, TuneIN, Stitcher, Google Play and all the others. Sign up for the podcast here. Show Notes HORST SCHULZE : BIO: AAE Speakers Bloomberg BOOK: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, by Horst Schulze ARTICLES: “Former Ritz Carlton President Horst Schulze Talks About The New Frontier In Luxury Hotels“ – Forbes “The Second Act Of Horst Schulze Is Finally Taking Off” – Forbes

On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world-famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton, in 1983. Horst is a Christian who lives out his faith in both his business and personal life. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

On this episode of Our American Stories, the origins of Chick-fil-A's “my pleasure” catchphrase began in 2001. Chick-fil-A founder Truett Cathy's version of the story begins with him visiting a Ritz-Carlton luxury hotel—a hotel his friend Horst Schulze co-founded. Here's Horst with the story. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

Joining the show this week is a partner who enjoys helping people disrupt the hospitality space, and who has represented billions of dollars in acquisitions. Please welcome to the show, Partner and Co-Leader of the Hospitality Industry Team at Baker Hostetler, Jeff Diener!Jeff sits down with Dan Ryan to discuss the role of a partner in the hospitality industry. Jeff shares tips for partners who are looking to emulate his skills in the industry, the importance of spending time with your clients to learn about them, and what the future holds for property investments. Takeaways: At its core, hospitality is about providing someone with customized service. It involves creating the right combination of satisfaction, comfort, security and enthusiasm for each individual client. Understanding the value of relationships and collaboration in the hospitality industry can lead to more successful outcomes. Embracing a service-oriented mindset is crucial for anyone looking to thrive in the world of hospitality.When negotiating deals for smaller clients, you are typically negotiating on their behalf, whereas with large clients you are negotiating with them. Understanding what a brand cares about and how to get them on board are integral skills. One of the most important things you can do with your client is spend time with them in both formal and informal settings. As you spend time together, you better understand what matters to your clients, and can speed up further aspects of the project. Looking towards the future of deals that are yet to come, many owners are buying properties and wanting to make adjustments. When working with owners, understand the story they are trying to convey, to help them make the necessary changes. Investing in real estate requires a shift in mindset post-COVID, where traditional assets like offices and multifamily properties may not always guarantee returns. Diversifying across asset classes can be key to maximizing returns in the current market.Embrace market turbulence as an opportunity for growth and value creation when looking at properties. Stay informed, stay prepared, and capitalize on deals to thrive in a dynamic environment.Quote of the Show:“It's getting more and more involved in their business, and that's where the joy is.” - Jeff DienerLinks:LinkedIn: https://www.linkedin.com/in/jeff-diener-0132564/ Website: https://www.bakerlaw.com/ Shout Outs:3:38 - Cornell: https://www.cornell.edu/ 10:59 - W Union Square: https://www.marriott.com/en-us/hotels/nycnu-w-new-york-union-square/experiences/ 11:03 - Marriott: https://www.marriott.com/default.mi 13:11 - ULI European Hospitality Council: https://europe.uli.org/ 20:21 - Hilton: https://www.hilton.com/ 26:46 - Ohana Real Estate Investors: https://ohanare.com/ 26:55 - Peter Fischer: https://www.linkedin.com/in/peter-fischer-438ba97/ 30:42 - Chuck Feeney30:47 - Warren Buffett30:50 - Bill Gates30:53 - Duty Free Shopping: www.dfs.com 30:58 - Atlantic Philanthropies: https://www.atlanticphilanthropies.org/ 31:58 - Bob Goldman: https://www.linkedin.com/in/bob-goldman-13986812/ 33:03 - Homewood Ski Resort: https://www.skihomewood.com/ 35:02 - Apple: https://www.apple.com/ 35:23 - Tiffany's: https://www.tiffany.com/ 40:03 - ALIS: https://www.burba.com/ALIS 46:32 - The Peninsula Hotels: https://www.peninsula.com/en/default 55:32 - Adam Smith1:02:48 - BakerHostetler: https://www.bakerlaw.com 1:03:08 - Christie Pink: https://www.linkedin.com/in/cpink449/ 1:03:10 - Ritz Carlton: https://www.ritzcarlton.com/ 1:04:08 - Horst Schulze: https://www.linkedin.com/in/horstschulze/ 1:07:08 - Keith BrennanWays to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Here is the second of a two part series in celebration of David Savran's new book, Tell It to the World: The Broadway Musical Abroad, a monumental study on transnationalism and the Broadway-style musical. In the first part, David and I spoke about (and played examples from) the rich culture surrounding musicals in South Korea. Today's episode focuses on Germany and the influx of Broadway musicals since World War II. Although the German-speaking world has a long tradition of popular music theatre, most notably operetta, the arrival of American musicals (beginning in 1955 with Kiss Me, Kate) made a very big splash. In 1961, My Fair Lady opened in West Berlin, became a sensational success, and permanently changed the shape of German musical theatre. Both Kiss Me, Kate and My Fair Lady are part of the first wave of Broadway musicals that have become part of the standard repertoire in state-subsidized theatre (the others include Cabaret, Anatevka (Fiddler on the Roof), West Side Story, La Cage aux Folles, and Hair). We also look at the development of home-grown Broadway-style musicals in both West and East Germany from the 1960s through the 1980s and their subsequent impact on the work of experimental theatre makers. The next to last chapter of the book studies the musical farces directed by the great theatrical innovator, Herbert Fritsch, since 2011. The last focuses on the work of Barrie Kosky at the Komische Oper Berlin and how he turned that house into the foremost theatre in Germany for innovative re-imaginings of Broadway musicals, with emphasis on iconoclastic stagings by Kosky (and other directors) of the work of Kurt Weill. We play examples from many of the thrilling productions about which David writes which deserve to be known by a much wider audience. Along the way we also listen to nearly a century's worth of performances by some legendary performers of German operetta and musicals, including Fritzi Massary, Olive Moorefield, Gisela May, Max Hansen, Dagmar Manzel, Horst Schulze, Ruth Rosenfeld, Julia Migenes, Julia Koci, and the late Rainer Luhn. Countermelody is a podcast devoted to the glory and the power of the human voice raised in song. Singer and vocal aficionado Daniel Gundlach explores great singers of the past and present focusing in particular on those who are less well-remembered today than they should be. Daniel's lifetime in music as a professional countertenor, pianist, vocal coach, voice teacher, and journalist yields an exciting array of anecdotes, impressions, and “inside stories.” At Countermelody's core is the celebration of great singers of all stripes, their instruments, and the connection they make to the words they sing. By clicking on the following link (https://linktr.ee/CountermelodyPodcast) you can find the dedicated Countermelody website which contains additional content including artist photos and episode setlists. The link will also take you to Countermelody's Patreon page, where you can pledge your monthly support at whatever level you can afford.  

On this episode of Our American Stories, Ritz-Carlton founder Horst Schulze reshaped how service and hospitality are defined in business. He tells a short story about how great service wins - excellence wins - and bad service kills businesses. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

Elizabeth Dixon, an accomplished business leader and serial entrepreneur with nearly two decades of experience at the Chick-fil-A Support Center, is currently the Executive Director of Trilith Foundation, reporting to Dan Cathy, Chairman of Chick-fil-A. With a background working for renowned brands such as Disney World, Gap, YMCA, and Cooper Aerobics Center, she has mentored under leaders like Dan Cathy and Horst Schulze. Elizabeth is a sought-after speaker, sharing insights on exceptional customer experiences globally through live events, virtual resources, consulting, and her debut book, The Power of Customer Experience. She has also founded, operated, and sold several small businesses while guiding emerging entrepreneurs toward achieving their business goals.SHOW SUMMARYIn this episode of Selling From The Heart, Larry Levine and Darrell Amy on a profound exploration of purpose-driven sales with guest Elizabeth Dixon, a seasoned entrepreneur and business leader. Elizabeth shares her transformative journey from defining her purpose through personal challenges to advocating for authenticity in sales. Discover the power of aligning personal purpose with professional endeavors and learn practical steps to navigate the intersection of passion and sales success.KEY TAKEAWAYSAuthentic sales stem from inviting others into meaningful experiences, not just transactions.Defining personal purpose transcends job titles and empowers individuals to bring value beyond sales metrics.Sales professionals can proactively align personal purpose with corporate missions or pursue entrepreneurial ventures to fulfill their authentic selves.QUOTES"Authentic sales are about inviting others into something meaningful and valuable, not just making a sale.""You are not your sales. You are not your performance. Bring your purpose and gifts into your work, don't extract them from it.""When defining success, dismantle the ladder of titles and compensation, focus on meaningful relationships and contributions."Learn more about Elizabeth Dixon: LinkedIn: https://www.linkedin.com/in/elizabethdixonspeaks/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/Please visit BarnesandNobles to order your copy of the rerelease of the Selling from the Heart book. SUBSCRIBE to our YOUTUBE CHANNEL! https://www.youtube.com/c/sellingfromtheheartPlease visit WHY INSTITUTE:https://whyinstitute.com/Please go to WORK BETTER NOW:https://www.workbetternow.com/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/dailyCheck out the 2023 Authentic Selling Challenge:https://authenticsellingchallenge.com/Get your Insiders Group FREE PASS here:https://www.sellingfromtheheart.net/free-pass

Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise" by Horst Schulze is a compelling and insightful read that provides valuable lessons on achieving excellence in both business and leadership. Horst, with his extensive experience as a co-founder and former president of the Ritz-Carlton Hotel Company, offers a wealth of practical wisdom and visionary principles.What sets this book apart is Horst's no-nonsense approach. He cuts through the noise and delivers clear, actionable advice that can be applied in various professional settings. His emphasis on creating a culture of service excellence is particularly noteworthy, as it underscores the pivotal role of exceptional customer service in building successful organisations.Schulze's book serves as an indispensable blueprint for individuals and businesses aiming to rise above mediocrity and compromise. It not only inspires readers but also equips them with the tools and mindset necessary to pursue excellence relentlessly.In a world where compromise often seems the norm, "Excellence Wins" is a refreshing and motivating guide that reminds us that excellence is not only attainable but also a key driver of success. Whether you're an aspiring leader, an entrepreneur, or someone looking to enhance their professional skills, this book offers invaluable insights that can help you strive for greatness.I distilled his advice into 5 key principles for becoming an inspiring leader:1. Set Clear Expectations: Horst emphasises the importance of defining and communicating clear expectations for your team. Inspiring leaders are precise in their vision and ensure that their team members understand their roles and responsibilities.2. Lead by Example: Horst believes that leaders should set the standard for excellence through their own actions and behaviours. Being a role model for dedication, commitment, and exceptional service inspires others to follow suit.3. Empower and Trust Your Team: Inspiring leaders empower their team members by giving them autonomy and trust. Horst advocates for giving employees the freedom to make decisions and take ownership of their work, which fosters a sense of responsibility and accountability.4. Prioritise Exceptional Customer Service: Horst places a strong emphasis on the importance of providing outstanding customer service. He believes that exceptional service should be at the core of any business, and leaders should install this belief in their teams.5. Cultivate a Culture of Excellence: Creating a culture of excellence is a recurring theme in Horst's teachings. Inspiring leaders work tirelessly to establish and maintain a culture that values and strives for excellence in every aspect of the organisation. Hosted on Acast. See acast.com/privacy for more information.

Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career spanning over 18 years, including a significant tenure at the esteemed Chick-fil-A, Elizabeth's expertise has been sought after by illustrious brands such as Disney, Gap, and YMCA, as well as the Cooper Aerobics Center. As a serial entrepreneur, Elizabeth couples her business acumen with her artistic flair, notably stepping into the world of fashion as a pajama designer. Her passion for customer service culminated in authoring "The Power of Customer Experience," where she illuminates her insights through five pivotal elements designed to leave a lasting impact in the business sphere. Some of the  practical tips from this episode include:How Chick-fil-A operationalizes CXThe importance of care and Empowerment to business outcomesLeadership's role in building a customer-centric cultureA victor mindset vs. a victim mentalityInsights from her new book, The Strength of PurposeLessons from cheerleading flopsThe power of "repotting"Her new line of comfy sleepwearWhat a classy individual who has a seemingly endless amount of energy and inspiration!Meet ElizabethMaking the Daunting DoableElizabeth Dixon is an engaging business leader and serial entrepreneur connecting with executives and their teams, integrating strategy, innovation, leadership, and personal development in speeches that ignite conversation and inspire purposeful action.She shares secrets to creating exceptional customer experiences for audiences world-wide at live events and through virtual video resources, consulting, and The Power of Customer Experience, her debut book outlining proven elements for lasting impact in what has become the most crucial component of business success. Blessed to work for extraordinary brands including Disney World, Gap, YMCA, and Cooper Aerobics Center, mentored by renowned leaders including Dan Cathy and Horst Schulze, Elizabeth brings almost 20 years of experience as a leader at the Chick-fil-A Support Center, where she served in Service & Hospitality, Strategy, Research & Development, and Human Resources. She has also collaborated with the great brands of Southwest Airlines, Drury Hotels, Zappos, and Wegmans. Always growing, always creating, Elizabeth's current role is Executive Director of Trilith Foundation, reporting to Dan Cathy, Chairman of Chick-fil-A.  She has founded, operated, and sold several small businesses while coaching emerging entrepreneurs toward success in achieving their business goals. In her leisure time, Elizabeth enjoys being a student of cooking with her daughter, an average backyard soccer player with her son, a vigorous reader, and an adventure enthusiast with her family.https://www.linkedin.com/in/elizabethdixonspeaks/Elizabeth Dixon bio - https://qrcd.org/45Oe www.slumbersleepwear.comhttps://vimeo.com/889308776Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

To be the best — and to hold that position — you must always be looking for ways to excel. Not only does this benefit you, but it inspires those you lead to do the same. Horst Schulze worked his way up from humble beginnings as a server's assistant through both the Hilton and Hyatt Hotels before helping to found The Ritz-Carlton Hotel Company in 1983. In this episode of The Game Changing Attorney Podcast, Horst sits down with Crisp Founder & CEO Michael Mogill to answer questions like: Why should every business have a clearly defined vision? How can empowering your employees benefit your clients and you? What are the four cornerstones of a great company? How should you orient new staff to promote your values and vision? Links & Resources Episode Show Notes Excellence Wins by Horst Schulze Ritz-Carlton  Cancun, Mexico Buckhead, Atlanta, GA  Capella Hotel Company  Aristotle  Coca-Cola

In today's podcast, William Vanderbloemen talks with Horst Schulze, the Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder and former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business. In this episode, Horst's journey to success is truly remarkable. He shares his personal story and the methods he used to achieve his goals. His experiences are a testament to the fact that with hard work, determination, and a drive for excellence, anyone can achieve their dreams.  We hope you enjoy this conversation!   https://www.vanderbloemen.com/blog/why-excellence-always-wins  

In today's leadership spark, I chat with Horst Schulze, Former CEO of The Ritz-Carlton Hotel Company. We delved into his journey in the hotel industry, from a 14-year-old busboy to a pivotal figure at Ritz Carlton. Schulze reflects on the industry's evolution, transitioning from intuition-driven decisions to a structured approach. He critiques the modern overdependence on technology in hiring, suggesting it often overlooks the best candidates.  Emphasizing leadership over mere management, Horst underscores the need for genuine human connection, purpose, and clear communication in businesses. He touches on corporate social responsibility, noting that while it's more vocalized today, its essence isn't new. Our conversation highlights the scarcity of true leaders in today's corporate landscape. __________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

It's time to celebrate those that have transformed the modern hotel business. It was such an honor to hel select the Inaugural inductees to the International Hospitality Institute's Hall of Fame! The list of living inductees includes: *Richard Branson *Marylin Carlson Nelson  *Sheila Johnson  *David Kong  *Bill Marriott  *Danny Meyer  *Ian Schrager  *Horst Schulze  *Isadore Sharp  *Barry Sternlicht  Congrats to everyone!!!!

On this episode of Our American Stories, a legend in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton in 1983. Here's Horst with his story. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

Randy welcomes a very special guest, legendary hospitality leader Horst Schulze, on episode 127 of The Unique CPA. The co-founder and former COO of Ritz-Carlton hotels, as well as the founder of Capella Hotel Group, Horst shares invaluable insights on achieving excellence through defining a specific goal for your business, empowering employees, and making customers feel cared for. Underlying his philosophy, which is centered around having a concrete, attainable goal, is a sense of responsibility to people and society. He also discusses his book, Excellence Wins, which has been purchased en masse by CEOs around the world to help shape their organizations' culture. Get the full show notes and more resources at TheUniqueCPA.com

Tune in on Monday, 10/16/23, for a new episode of The Doctor Whisperer Show featuring featuring one of my personal heroes in business—the King of Hospitality, CoFounder of The Ritz Carlton, and Author, Horst Schulze. Buy his book here: https://a.co/d/6V0nbFE ▪︎ ▪︎ ▪︎ A︎BOUT OUR GUEST: A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous. During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor. After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He recently completed his seminal book on creating excellence. horstschulze.com ▪︎ ▪︎ ▪︎ Thank you to our sponsor, SRA 831b Admin, for supporting the show! Click here to learn more: ⁠http://831b.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/thedoctorwhisperer/message

Do you struggle with creating content for your business because of the always-changing algorithm of social media? Do you feel a little stressed out trying to think about what content you should be posting every once in a while? In today's episode, I share the easiest way to come up with content, even the content creation hack that many online entrepreneurs, coaches, and just content creators in general, completely overlook! If you're tired of overthinking about your next content, make sure you listen to this episode!   Ready to become the “go-to” coach in your industry? Apply now to my brand new program the Next Big Name Bootcamp at this link: https://bit.ly/48JqnBK   Join my free upcoming Masterclass all about how to consistently get clients: https://bit.ly/3F4MYex   Want my help to grow your business? Book a free strategy session now: https://bit.ly/46AZj5P   Need to build your brand from scratch? Click here to apply to my new program: https://bit.ly/48JqnBK   Mentioned in this episode: Excellence Wins by Horst Schulze: https://amzn.to/48AWpA9 My Favorite Strategy to Manifest My Dream Life + LA Vlog: https://youtu.be/QbfVx-vd19A August Bradley: https://www.youtube.com/user/augustbradley Notion: https://www.notion.so/ Thou Shall Prosper by Rabbi Daniel Lapin: https://amzn.to/45o4Ons   Related Episodes: 177 I spent 7 days on a yacht with successful entrepreneurial couples. Here's what I learned…: iTunes: https://podcasts.apple.com/us/podcast/177-i-spent-7-days-on-a-yacht-with/id1264659520?i=1000624523636 Spotify: https://open.spotify.com/episode/6IvLO3rIHKVTHjS5gjz0Av?si=a90d1907803e41e0   174 My New Content Strategy Revealed: iTunes: https://podcasts.apple.com/us/podcast/174-my-new-content-strategy-revealed/id1264659520?i=1000622266463 Spotify: https://open.spotify.com/episode/5PiFumXJvKk9weTbjofsee?si=5c9df8c690a24128   Want to know the system I used to rapidly grow my business and quit my job? Find out more here: https://bit.ly/3F4MYex   Follow me on Instagram! https://www.instagram.com/courtneylsanders/ Follow me on Tiktok: https://www.tiktok.com/@courtneylsanders Subscribe on my Youtube channel: http://youtube.com/courtneylsanders  

In this episode, we delve into the remarkable life and wisdom of Horst Schulze, a true luminary in the hospitality industry and a founding member of The Ritz-Carlton Hotel Company. Horst Schulze's profound insights have not only shaped the luxury hospitality landscape but have also empowered individuals and organizations to strive for excellence in every endeavor. Join us as we uncover the essence of excellence through the lens of a visionary leader.Episode Highlights: The Early Spark: Ever wondered where Horst's passion for the hotel industry originated? Discover the childhood inspiration that fueled his lifelong dedication. The Two Sentences that Changed His Life: Explore the pivotal moment when a Maitre d' imparted invaluable wisdom, leading Horst Schulze on the path to excellence. The Origin of The Ritz-Carlton: Unearth the fascinating story behind the birth of The Ritz-Carlton and how it revolutionized the world of luxury hospitality. Mindset Mastery:Learn how shifting his mindset and striving for excellence played a pivotal role in Horst's remarkable career growth. The Power of Emotional Events: Understand why significant emotional events are catalysts for behavioral change and personal growth. The Maitre d' as a Role Model: Discover why the Maitre d' became an enduring source of inspiration and guidance in Horst Schulze's life. The Ritz-Carlton's Golden Standards: Explore the secret behind The Ritz-Carlton's success – laminated cards defining their Vision, Mission, Credo, and 20 gold standards. Making Tough Choices: Delve into the difficult decision Horst made when he had to part ways with his best friend in the pursuit of unwavering standards. Creating a Sense of Belonging: Learn why Horst believes in not just hiring employees but selecting them, fostering a culture of belonging within an organization. The Power of Empowerment: Understand how empowering employees is the cornerstone of building trust and delivering exceptional customer service. Letters of Gratitude: Hear the heartwarming story of how Horst still receives weekly letters from employees, a testament to the lasting impact of his leadership. Striving for Personal Excellence: Get inspired by Horst's advice to all customer service representatives and individuals seeking excellence. Join us as we journey through the life and insights of Horst Schulze, a true advocate for excellence, and discover how his wisdom can shape your path to personal and professional greatness. Excellence is not an accident; it's a choice we make every day.ABOUT NICK GLIMSDAHLSubscribe to my monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Do you struggle with building wealth because you have no idea of the mindset that you should be having? Do you feel a little stressed out about creating financial freedom for yourself rather than financial insecurity? In today's episode, I share the beliefs that every wealthy person has! If you're tired of just having financial security all your life, make sure you listen to this episode!   Do you want to know what helps me and my business to stay on track? Get my Profitable Problem Checklist, the go-to tool I use to grow my business for FREE!: https://bit.ly/44LB1EU   Ready to become the “go-to” coach in your industry? Apply now to my brand new program the Next Big Name Bootcamp at this link: https://bit.ly/3sLBzxl   If you're actively looking to transition into a coaching career, I invite you to learn more and apply to my CLS Certification Program: https://bit.ly/3PcrK2T   Do you want your business to be built by our in-house team of professionals? Know more about the Done-For-You Program at this link: https://bit.ly/484wBMr   Join my free upcoming Masterclass all about how to consistently get clients: https://bit.ly/45K6B7l   Want my help to grow your business? Book a free strategy session now: https://bit.ly/484wBMr   Need to build your brand from scratch? Click here to apply to my new program: https://bit.ly/3sLBzxl   Mentioned in this episode: Thou Shall Prosper: Ten Commandments for Making Money by Rabbi Daniel Lapin: https://amzn.to/460VEhu Excellence Wins by Horst Schulze: https://amzn.to/48aUySq How I Build International Travel into My Business (Hidden Travel Perks for Online Entrepreneurs!): https://youtu.be/qoSnQpevW0k Chase Ink Business: https://www.referyourchasecard.com/21n/HYD38LGFBY Capital One Spark Business: https://capital.one/3GYKQ   Related Episodes: 177 I spent 7 days on a yacht with successful entrepreneurial couples. Here's what I learned…:: iTunes: https://podcasts.apple.com/us/podcast/177-i-spent-7-days-on-a-yacht-with/id1264659520?i=1000624523636 Spotify: https://open.spotify.com/episode/6IvLO3rIHKVTHjS5gjz0Av?si=a90d1907803e41e0   180 How to Legally Start Your Coaching Business: iTunes: https://podcasts.apple.com/us/podcast/180-how-to-legally-start-your-coaching-business/id1264659520?i=1000626863466 Spotify: https://open.spotify.com/episode/7cdqfJDmHKlyUZwFnALE8s?si=92e8532145aa447b   Want to know the system I used to rapidly grow my business and quit my job? Find out more here: https://bit.ly/45K6B7l   Follow me on Instagram! https://www.instagram.com/courtneylsanders/ Subscribe on my Youtube channel: http://youtube.com/courtneylsanders

In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships.Key TakeawaysThe importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just to fulfill a function, but to be part of a purpose and offer them a sense of belonging. He cites a large worker survey that found the number one thing employees value in their job is a sense of belonging.The role of leadership: Leaders need to have a strong sense of purpose themselves and be able to transfer that to their team. If leaders lack clarity or conviction, they cannot effectively inspire their team to strive for excellence.The power of service and relationships: Mr. Schulze argues that customer loyalty is built on trust, which is primarily established through relationships, not products. He believes that companies should focus on serving their customers well and building strong relationships with them.The vision of a leader: When Mr. Schulze started Ritz Carlton, his vision was to create the finest hotel company in the world. He carefully considered whether this purpose was good for all stakeholders - investors, employees, customers, society, and his community - and whether it was something that would be approved by God.Continuous improvement: Mr. Schulze believes in the importance of continuously striving for excellence, both in business and in personal life. This involves regularly asking yourself how you can do better in your work, relationships, and moral and ethical conduct.The influence of faith: Mr. Schulze's faith has greatly influenced his approach to business and relationships. He believes in loving and respecting all people, and sees his employees and customers as his neighbors. His faith has also given him a sense of purpose and conviction in his work.ResourcesExcellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst SchulzeThe New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph MichelliArch and Tower PlusCapella Hotel GroupConnect with Horst SchulzeLinkedInTwitterConnect with Devin LinkedIn Twitter: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your reviews help us reach more people and create a bigger impact.

It's time to welcome Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Group, Horst Schulze, to Linch with a Leader. In this episode, Mike and Horst dig into what it looks like to truly build and sustain excellence, no matter your industry. Welcome to the Linch with a Leader Podcast, where you're invited to join the spiritual principles behind big success, with host Mike Linch.Subscribe to the channel so you never miss an episode: @linchwithaleaderPrefer just listening? SUBSCRIBE to the podcast here:Spotify: https://open.spotify.com/show/0dJfeLbApple: https://podcasts.apple.com/us/podcastFind show notes and more information at: www.mikelinch.comFollow for EVERYDAY leadership content and interaction:Twitter: https://twitter.com/mikelinchInstagram: https://www.instagram.com/mikelinch/Facebook: https://www.facebook.com/mike.linch.75/JOIN US for a Sunday at NorthStar Church:www.northstarchurch.org / @nsckennesaw Follow Horst Schulze:Instagram: https://www.instagram.com/thehorstschulze/?hl=enTwitter: https://twitter.com/horstschulze?s=20Website: https://horstschulze.com/Read Horst's book:Excellence Wins: https://a.co/d/6KWKUqp

On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world-famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton, in 1983. Horst is a Christian who lives out his faith in both his business and personal life. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the reinvigorated luxury hotel chain, The Ritz-Carlton, in 1983. Here's Horst Schulze with a short story about how excellence wins—or the lack of it will cause you and your work environment to lose. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

On this episode of Our American Stories, the origins of Chick-fil-A's “my pleasure” catchphrase began in 2001. Chick-fil-A founder Truett Cathy's version of the story begins with him visiting a Ritz-Carlton luxury hotel—a hotel his friend Horst Schulze co-founded. Here's Horst with the story. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

Ritz-Carlton co-founder Horst Schulze returns to the podcast to talk about how both Ritz-Carlton and Chick-Fil-A adopted the phrase 'my pleasure' to replace 'you're welcome', and why it matters, shares his secrets to staying curious, fit, and contributing at age 84, the power of not being average, and how to focus on a customer so they return.   Show Notes On The Rise Newsletter

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On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton in 1983. Here's Horst Schulze with a short story about how excellence wins—or, how the lack thereof, will cause defeat. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.

We believe that you are strong by design, made in God's image to have a strong body, mind and spirit.  This special first episode of 2023 showcases our best moments on the Strong By Design podcast show last year.   Our fifth year of SBD in 2022 was a tremendous year of growth for the show with record breaking month after record breaking month. We had some new hosts joining the show like Jo Miller and Jared Haley and some truly extraordinary men and women as guests like Horst Schulze, Dr. Annette Bosworth, Dr. Frank Turek and Larry Yatch to name a few.  There is no conversation or subject matter we aren't willing to tackle. Our entire team would like to say thank you so much for supporting our podcast and we hope you enjoy the 11 episodes we've selected in this most memorable show.     “It's always fun to look back on some of the most powerful, most compelling, most outrageous conversations that we had last year. We want to highlight the ones that went above and beyond, whether it was the guest or the topic.” -Chris Wilson    Time Stamps    00:00 - Welcome to the ‘Strong by Design' podcast 02:25 - Discover the most emotional and powerful conversations of the year with Joe Miller 4:56 - How martial arts helped them develop mental toughness 6:54 - Jo on coping with the loss of her twin sister 8:53 - Listen to the most embarrassing & humorous episode of 2022 with Jared Hailey and Mike Westerdal 9:34 - Are you too easily offended? 10:45 - The high road: Smart ways to respond when you're offended 12:40 - The power of managing your emotional reactions 13:45 - Listen to the most controversial episode of 2022 with Annette "Dr. Boz" Bosworth 14:26 - Discover that one patient that changed her whole clinical practice 15:22 - Dr. Boz shares her ‘accidental' discovery of ketosis, and how she supplemented her mom's chemo with ketones 19:37 - The most popular episode of 2022: The truth about porn 22:16 - The difference between watching porn vs. real intimacy 25:25 - 2022's most bizarre episode: Don't make these job interview MISTAKES! 28:05 - How much should you talk during a job interview? 31:26 - The most concerning and alarming conversation of 2022: Protecting young eyes with Chris McKenna 32:28 - The impact of technologies on children 36:31 – Listen to the most badass episode of 2022 ft. Larry Yatch 42:40 - How does fear affects your faith? 45:18 – Witness one of the three most disgusting conversations of the year 48:18 – The fungus that lives within us: Unfold the mystery of candida chronicles w/ Dr. Michael Biamonte 50:45 – Most eye-opening episode of 2022: The power of being intentional about achieving excellence 55:32 – Listen to the most inspiring episode of the year: Would you sacrifice yourself to save others? 59:04 – How your favorite Hollywood heroes point us to Jesus Christ    Connect w/ CriticalBench:   Youtube  Facebook  Instagram  CriticalBench.com  StrongByDesignPodcast.com 

On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the luxury hotel chain, The Ritz Carlton in 1983. Here's Horst with the story. Support the show (https://www.ouramericanstories.com/donate)See omnystudio.com/listener for privacy information.