Podcasts about ritz carlton hotels

Send us a textChef Oscar Padilla has been working in and running restaurants for over twenty-five years. Born in Los Angeles, he grew up in Mexico City with his grandmother, observing and admiring her culinary techniques, particularly her preparation of traditional Mexican dishes.Inspired to pursue a culinary career, he studied and worked in Mexico City, establishing his reputation when he joined the culinary team of The Club de Banqueros. After his time there, he moved to the United States to continue his career path.Padilla's reputation caught the attention of Chef Richard Sandoval, who brought Padilla onto his team. They worked together in New York and Denver, and under Sandoval's mentorship, Padilla opened restaurants and trained culinary teams in locations such as Costa Rica, Dubai, Doha, and Chicago. Padilla has continued building his reputation, even winning as a contestant on the cooking show Chopped (in season 54, episode 7, titled "Pig Candy," to be precise).Through working with Sandoval at his hospitality in Denver, Padilla met Mauro Gomez, the Director of Operations at the time, who has also had a culinary career spanning over two decades. Working in global hospitality management at Starwood Hotels and Resorts for eleven years, he also led food and beverage operations for Ritz-Carlton Hotels & Resorts in Doha and Dubai after his time working with Sandoval.In 2021, after years of growing their friendship and partnership, Padilla and Gomez decided to start their own partnership. Together, they founded Balam Culinary Collective, which manages three restaurants in the Freedom Street Social food court in Candelas – Gaucho Parilla, Chulo Taco, and Santa Fe Seaviche and Chippery. Padilla's wife, Norma, is the collective's Head of Finance. Thank you for listening to The Mountain-Ear Podcast, featuring the news and culture from peak to peak!If you want to be featured in the podcast, contact the host at media@themountainear.com!SUBSCRIBE ONLINE and use the coupon code PODCAST for A 10% DISCOUNT for ALL NEW SUBSCRIBERS! Subscribe at https://www.themtnear.com/subscribe!You can find us online by visiting https://www.themtnear.com!Find us on Facebook @mtnear!Share this podcast around!! Scroll near the bottom of our website's homepage or visit the podcast's main hub at https://themtnearpodcast.buzzsprout.com!You can contact our editor at info@themountainear.com!Thank you for listening!

The BanterThe Guys discuss the fall of one of Mark's old employers where you may have enjoyed a "fest."The ConversationThe Restaurant Guys have a talk with Jacques Torres, Mr. Chocolate, while enjoying the fruits of his labor. They discuss sourcing high quality ingredients, the future of the cacao bean and why his hot chocolate is so incredible. The Inside TrackThe Guys hosted Jacques Torres on their radio show back in 2007 and are thrilled to speak with him again. They are long-time fans of both his and his chocolate.“Chocolate and pastry. This is my life. This is what I do. I've got that in my veins,” Jacques Torres on The Restaurant Guys Podcast 2024BioJacques Torres, affectionately known as Mr. Chocolate, is an expert in the field of chocolate and beyond.  In 1988, he came to the U.S. as the Corporate Pastry Chef for Ritz Carlton Hotels.  After a year, Sirio Maccioni invited Jacques to New York City to work at his restaurant, Le Cirque, as the Executive Pastry Chef.  In 2000, Torres left Le Cirque and opened his own chocolate factory and retail shop in Brooklyn. Eventually, he went on to open seven shops, including two chocolate factories and an ice cream shop. Jacques was a pioneer in the bean to bar movement, he was the first artisan chocolatier in New York City to start from cocoa beans and make his own chocolate. He has received numerous awards over the years as well as The James Beard Pastry Chef of the Year Award in 1994, and inducted in The James Beard Who's Who of American Food & Beverage Award in 2003.  In 2016, Dessert Professional Magazine inducted him in the Chocolate Hall of Fame and also the same year was awarded the highest honor in France, The Chevalier de la Legion d'Honneur.  Jacques has been the head judge on “Nailed It!”. The show has been nominated for three Primetime Emmy Award for Outstanding Competition Program.  He also hosted a television series, Chocolate with Jacques Torres, on the Food Network.His cookbooks:  Dessert Circus: Extraordinary Desserts You Can Make At Home , and Dessert Circus At Home, A Year in Chocolate .InfoJacques Torres' Shophttps://mrchocolate.com/Cacao Trace videohttps://youtu.be/KCCLPWVk6PY?feature=sharedOur SponsorsThe Heldrich Hotel & Conference Centerhttps://www.theheldrich.com/Magyar Bankhttps://www.magbank.com/Withum Accountinghttps://www.withum.com/Reach out to The Restaurant GuysOur Places Stage Left Steakhttps://www.stageleft.com/ Catherine Lombardi Restauranthttps://www.catherinelombardi.com/ Stage Left Wineshophttps://www.stageleftwineshop.com/ To hear more about food, wine and the finer things in life:https://www.instagram.com/restaurantguyspodcast/https://www.facebook.com/restaurantguys**Become a Restaurant Guys Regular and get two bonus episodes per month, bonus content and Regulars Only events.**Click Below! https://www.buzzsprout.com/2401692/subscribe

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

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

Welcome to Zee Humura Show - a podcast dedicated to sharing the beauty of Africa with you and the rest of the world. Join me as I take you on a fastpass tour of the Ritz Carlton hotels in Africa. I'll share must-do activities inside and outside the hotels, and give you a taste of the luxury and adventure that awaits. Get ready for a quick, insightful look into these exquisite destinations in Africa! Enjoy - Humura Ruth (mbabaziruth77@gmail.com)

Purer Glamour, luxuriöse Ausstattung und kulinarische Köstlichkeiten – das kommt uns als Gästen in den Sinn, wenn wir an das Ritz-Carlton denken. Für Christian Humbert bedeutet es noch viel mehr. Er ist der General Manager des Ritz-Carlton-Hotels in Shanghai und ist unser erster Podcast-Gast aus der Hotelbranche. Er hat eine Menge spannender Geschichten zu erzählen, darum freut es uns umso mehr, ihn heute bei uns zu haben.Wie wir wissen, ist die Hotelbranche ein wirklich schnelllebiges Umfeld und dass es da nie langweilig wird, ist klar. Christian nimmt uns mit in die Welt der Hospitality und der Kulinarik. Haben Kunden aus unterschiedlichen Ländern unterschiedliche Bedürfnisse? Wie sieht Marketing im Hotel-Business aus? Und wie hat das Ritz-Carlton die Pandemie gemeistert?Darüber und vieles mehr sprechen wir mit ihm in der Folge.Wie immer lohnt es sich, bis zum Ende dranzubleiben, denn in unserer Rubrik „Die News der Woche“ sprechen wir über den Apple-CEO Tim Cook, der in der letzten Woche zum zweiten Mal in diesem Jahr auf China-Reise war, unter anderem auch hier in Shanghai. Sein Aufenthalt hat eine Debatte in Gang gesetzt, über die wir dann am Ende sprechen.Aber jetzt begrüßen wir erstmal mit einem tosenden Applaus: Christian HumbertRedaktion und Produktion: Thomas Derksen und Damian MaibSocial Media: Folgt "Made in China Podcast" auf LinkedIn, Instagram & Co. Dort bekommt ihr alle Updates und Einblicke hinter die Kulissen. Unsere privaten Accounts findet ihr unter:Damian: https://www.linkedin.com/in/damianmaib/Thomas: https://www.linkedin.com/in/afuthomas/Schaut auch bei unserem heutigen Gast vorbei: https://www.linkedin.com/in/christian-humbert-3a49b03b/Werbung: Wenn DU Interesse daran hast, dein Unternehmen im Bereich E-Commerce und Social Media in China auf ein anderes Level zu bringen, schau auf https://www.chinaworkshop.devorbei und melde dich über das Kontaktformular.Teilnahme: Du kennst jemanden, der jemanden kennt, der jemanden kennt, der seine China-Kompetenz und Erfahrung gerne in unseren Podcast einbringen würde? Schreib uns auf LinkedIn, wir freuen uns auf euch!

Macroaggressions should be pretty obvious, but even they are often ignored because they are too common. I've been involved in shining a light on them for some clients. “Micro” means small and often “unimportant.” So what are “microaggressions”? Well, it certainly is rude to ask an Asian student you don't know to help with your math homework, which is based on a stereotype. It's equally rude to ask 6'6” black people if they're at the university on a basketball scholarship. I know a priest who is that size and immediately says to new people that he never played sports. He's rather dour at times, and I think it's because he's seen too much rudeness that other people simply think is humor. “Dour” isn't good for a priest. Recently, the leading candidate for superintendent of Easthampton Public Schools claimed he lost his job offer for using the word “ladies” in an email to two women on the board. He said he was “shocked” because he “grew up in a time when ‘ladies' and ‘gentlemen' was a sign of respect.” Some of you will remember when Ritz Carlton Hotels (before Marriott bought them and damaged the brand) had a sign in the employee areas that said, “We are ladies and gentlemen serving ladies and gentlemen.” So when do we properly point out and acknowledge inappropriate behavior and language, and when are we simply the “targets” of “diversity and inclusion experts” who see their job as taking shots at anyone who doesn't meet their particular criteria? I once heard a diversity speaker say that she wasn't “childless,” but “child-free.” Does that make me “child-burdened”? The House of Representatives has adopted a protocol whereby terms such as “mother, father, and step-sister” are no longer to be used, replaced by “parent and step-sibling.” “Father-in-law” becomes “parent-in-law” in this gender-neutral double-speak. There is no doubt that the rudeness and insensitivity and worse that needs to be changed must be changed, and is intolerable. But I doubt that extends to calling a woman a “lady.”

Consistently regarded as one of NYC's and America's topped ranked closers, Brian's stand-out marketing is effective, creative, and elegant. An industry leader since 1999, Brian's get-it-done-right approach brings lucrative, hassle-free results for his clients. Known nationally and internationally for his impactful property movie tours, Brian's multi-media and social approach regularly result in top-tier closings for his clients — from $42,000,000 to $750,000 — from Manhattan to Brooklyn — in condos and cooperatives — and in townhouses, lofts, and luxury apartments. Skilled at stand-out negotiations and well-regarded for his industry and community leadership, Brian loyally and lovingly serves his buyers and sellers.  Sought out for his straight-forward, results-driven, fun approach, Brian is a frequent on-air expert for NBC, PBS, CBS, FOX, CNN, CNBC, and is regularly sourced for his market insights by the NY Times, Wall Street Journal, NY Magazine, Financial Times, & NY Post.A native Virginian — raised in North Carolina and Georgia — Brian graduated with a BA from William & Mary (Government and Theatre), and then high-tailed it to NYC to train as an actor with Uta Hagen. While pursuing TV, theatre and film roles, Brian enjoyed the luxury service training he received from the Four Seasons and Ritz Carlton Hotels.  A proud, married Dad of two wonderful daughters, Brian appreciates the life and adventures NYC has allowed him to create. A Manhattan home owner himself, Brian loves opening new worlds for his clients — helping everyone find the place where they can thrive.

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.Show NotesJon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suiteAbout The AuthorJon Picoult helps companies impress their customers andinspire their employees, creating “raving fans” that drivebusiness growth. He is the founder of Watermark Consultingand a noted authority on customer and employee experience.A sought-after business advisor and public speaker, Jon'sinsights have been featured by dozens of media outlets,including The Wall Street Journal, The New York Times,Fortune, and Forbes.com (where he is a regular contributor).His landmark study on the ROI of customer experience is oneof 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 new book, “From Impressed toObsessed: 12 Principles for Turning Customers and Employeesinto Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Releaseand has 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).Jon has advised the C-suite at some of the world's foremost brands, including companies suchas AT&T, Allstate, ADT, Generali, and Becton Dickinson. He's helped these and otherorganizations capitalize on the power of loyalty – both in the marketplace and in the workplace.Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100companies – leading service, operations, distribution, technology, sales and marketing. Early inhis career, at the age of 29, Jon earned the distinction of becoming the youngest executiveofficer in the over 150-year history of a leading global insurance and investment firm.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in GeneralManagement from Duke University.Learn more at Jon's website.​Contact me if:- You have feedback you'd like to share about the podcast- You would like to be a guest on the show- You would like to book me on your showEmail me at mark@empoweredcx.com

Sein Name ist in der Hotelbranche weltweit bekannt, seine Karriere entspricht fast schon klischeehaft dem amerikanischen Traum: Mit 14 beginnt der 1939 geborene Winninger Volksschüler Horst Schulze eine Kellnerlehre im Kurhotel Bad Neuenahr-Ahrweiler. Für den Jungen von der Mosel, der anfangs sehr unter Heimweh leidet und dem seine Mutter täglich einen Brief schreibt, tut sich eine neue Welt auf. Ein Oberkellner bringt ihm die wohl wichtigste Lektion seiner Ausbildung bei: „Komm nicht zur Arbeit, komm, um exzellent zu sein.“ Über Stationen in Garmisch-Partenkirchen, Lausanne, Bern, Paris und London arbeitet er sich hoch, bis ihn ein amerikanischer Gast 1964 fragt, ob er Lust habe, in den USA zu arbeiten. Er hatte, und so beginnt Horst Schulze zunächst in einem Hotel in Houston/Texas, wo er sich aber nicht wohl fühlt. Kurz darauf wechselt er zu Hilton nach San Francisco und später zu Hyatt, wo man ihm Management-Aufgaben überträgt. Ein Investor gewinnt ihn schließlich für die Idee, eine neue Luxushotel-Marke zu etablieren und so kommt es, dass Horst Schulze die Ritz-Carlton-Hotels gründet und an die Spitze des Luxussegments führt, was ihm mehrere hochrangige US-Wirtschaftspreise einbringt. Mit 63 verabschiedet er sich von Ritz-Carlton in den Ruhestand, hält es aber nur wenige Tage als Rentner aus. Voller Tatendrang gründet er die Capella-Hotelgruppe und setzt damit wiederum neue Maßstäbe in der Welt der Luxushotels. Vor fünf Jahren verkauft er schließlich seine Anteile, reist aber weiterhin als gefragter Berater, Redner und Buchautor um die Welt. Seiner Heimat Winningen bleibt der inzwischen 83-Jährige, der mit seiner Frau Sheri in Atlanta lebt, dennoch stets verbunden. Er verbringt oft und gerne einige Tage in seinem Elternhaus, das er eigens dafür renoviert hat. Die Ehrenbürgerwürde, die ihm Winningen 2014 verleiht, erfüllt ihn mit Stolz. Nicht nur, weil diese Auszeichnung bisher nur August Horch zuteil wurde, sondern weil er sich nach wie vor als "Winninger Junge" fühlt.

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.Show NotesJon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suiteAbout The AuthorJon Picoult helps companies impress their customers andinspire their employees, creating “raving fans” that drivebusiness growth. He is the founder of Watermark Consultingand a noted authority on customer and employee experience.A sought-after business advisor and public speaker, Jon'sinsights have been featured by dozens of media outlets,including The Wall Street Journal, The New York Times,Fortune, and Forbes.com (where he is a regular contributor).His landmark study on the ROI of customer experience is oneof 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 new book, “From Impressed toObsessed: 12 Principles for Turning Customers and Employeesinto Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Releaseand has 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).Jon has advised the C-suite at some of the world's foremost brands, including companies suchas AT&T, Allstate, ADT, Generali, and Becton Dickinson. He's helped these and otherorganizations capitalize on the power of loyalty – both in the marketplace and in the workplace.Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100companies – leading service, operations, distribution, technology, sales and marketing. Early inhis career, at the age of 29, Jon earned the distinction of becoming the youngest executiveofficer in the over 150-year history of a leading global insurance and investment firm.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in GeneralManagement from Duke University.Learn more at Jon's website.​

Over the last six months we have been getting a steady stream of enquiry for leadership training.  Covid induced working from home situations has revealed the gaps in the leadership abilities of people who are managers.  The two roles are actually different, but usually companies conflate them, to expect their managers to also be leading.  Did they give them any training to make this leap?  No. Yet they complain about their leaders are only managers and are not doing a good enough job.  There have also been cases where people have been elevated into supervisory roles or leadership roles from the ranks. Not only no training, there has been little or no OJT, the On the Job Training, which has been the core of all corporate training in Japan since the start of the post war period.  Onboarding and on the job training have been impacted by Covid because people are working from home.   Managers are focused on processes.  There are various interlocking processes within modern work which require one piece of work to do be done on time in order for the related segment of the task to start.  Managers are keeping an eye on deadlines, to make sure things are in tandem and working smoothly.  There are also costs to be monitored and managers are closely watching the budget expenditure to make sure projects and work do not blow up the budget allocations.  Quality of work too is an obvious one for managers to focus on.  Rework is expensive in time terms and often in money terms too.    For many managers this is enough to keep them super busy already, without having to add on top additional leadership responsibilities.  Japan is a no defect work culture, so managers are keen to be recognised as people who make sure there are no problems and no issues in their section.  That means a forensic investigation of the processes under their supervision.   Leadership is really about two additional tasks – developing people and setting the strategy.  In most cases the broader strategy will be set by the most senior leaders at the very top of the pyramid, but for each division and section, there is a need to interpret that strategy at the coal face level.  This is the leader's job for those further down the food chain. How can they adapt the broader corporate strategy to the piece of the machinery of the organisation which they control.  How to get their people fully onboard with the broader strategy and then the micro strategy piece, whose implementation they control.   Often in organisations, there are framed versions of the Vision, Mission and Values protected behind glass and sitting there becoming dust catchers.  Nobody can remember them, let alone live them.  That is unless the leader makes them come alive.  Ricco de Blanc opened the Ritz Carlton Hotels in Osaka and Tokyo.  He passed away a few years ago, quite young, so a great loss.  I remember I attended a talk he gave for a Chamber of Commerce in Osaka, about the Ritz Carlton's twelve Principles of Customer Service.  I was so impressed, that a few years later I had him come and give that talk to my colleagues at the Shinsei Retail Bank and convinced my boss to send to me to Washington DC to attend the Ritz's training center.   When I returned I adapted those ideas to create a similar set of customer service principles for the retail banking business at Shinsei.  The secret sauce from Ritz Carlton was that they made these principles the center piece of their culture and everyday, in every location around the world, each shift would start the day by reviewing the same principle of that day.  In this way they made the ideas come alive and that is what we do every morning in our organisation.  We have what we call the Daily Dale and we go through the Vision, Mission, Values and the principle of that day, from the Dale Carnegie human relations and stress management principles.  We make these ideas come alive so that our team can remember them in order to be able to live them.   The other task of the leader is developing people.  This means making the time to coach people.  Busy managers and leaders are challenged in this regard.  Technology has not given us more time, but it has given us more work to get done.  One of the casualties is coaching of staff.  If we look at the diaries of those in leadership positions and you extract the giving of commands to subordinates, the amount of time spent in real coaching will be captured in nanoseconds.  The remote work environment just adds to the complexities such that there is very little actual coaching going on in Japan these days.  Well, that is certainly what our clients are complaining to us about at least.  Maybe your organisation is different, a veritable paragon of boss coaching of subordinates heaven, but somehow, I doubt it.   Boss communication skills are another challenge.  Finding out what motivates subordinates and then communicating with them along those lines is not easy.  It takes time to understand what their changing needs are and it requires excellent persuasion skills on the part of the boss to communicate that the organisation's objectives and their objectives are in alignment.  Motivating us others is a misnomer, because we cannot motivate anyone but ourselves.  What we need to do though is build a culture and environment, where people are able to motivate themselves to do good work.   The leader has to manage the processes, set the strategy and build the people.  If that is only happening in your rival's shop and not in yours then long term your organisation will lose.  The whole war for talent in Japan makes this people part even more important and urgent.  Expect to see staff deserting middle managers and only staying with middle level leaders.  There is a world of difference as we have seen between the two.

The AGC Experience podcast features our AGC Talks speakers sharing their message in an audio podcast that you can listen to from anywhere. Listen in to our recent AGC Talks featured guest. Listen as Anthony David Adams shares Psychedelics, Creativity & Deep Leadership a motivational talk with AGC Minneapolis August 2021. Join us for a vibrant talk and discussion with Anthony David Adams sharing the wisdom he has won coaching billionaires, running an underground psychedelic therapy practice, and acquiring Captain Morgans Pirate Island in Panama. Gain a new powerful perspective and tools (whether you are a creative genius or creatively blocked) that will enable you to find new solutions, navigate inner and outer challenges and inspire transformation from the teams that you lead.   Speaker Bio: Anthony David Adams is a visionary, inventor, activist, artist, entrepreneur, and transformational coach / trusted advisor to the founders of the world's greatest organizations and their teams. Hes known for his capacity to support the world's most powerful leaders in doing deep inner and outer work. Anthonys body of work has been featured in hundreds of media outlets including PBS, CNN, Forbes, Entrepreneur, Time, The New York Times, Huffington Post, and Fox. Clients have included founders and teams from Asana, One Project, Bombas, Summit Series, The United Nations, Ben & Jerrys, Google, and The Salvation Army. His products and inventions have been sold everywhere from Urban Outfitters to Ritz Carlton Hotels. Anthony is an advisor to STS Capital Partners and a former World Games Invitee. He holds a BA in Psychology from Edinboro University and an MS in Urban Planning from Wisconsin. As an activist, he's one of the country's leading voices on psychedelics and mental health reform - recently becoming the first person to hold space for an underground MDMA therapy session on national television. Hes credited with being a primary catalyst in integrating race-segregated proms in southern public schools as well as ending corporal punishment in New Mexico, which has since prevented millions of children from being legally beaten.  AGC Accelerated Global Connections is a business networking organization that helps connect business professionals globally through in person networking, motivational talks, and online social profiles. To learn more about AGC and membership in this growing organization.  Visit https://www.joinagc.com/ 

Carol grew up in the United Kingdom and after her studies, embarked on a 20-year odyssey around the world pursuing her global HR career. Carol opened Ritz-Carlton Hotels in Australia and Asia, led the HR aspects of a start-up in San Francisco, worked as SVP Human Resources North America, for the LVMH Fashion Group and more recently was European HR VP for InterContinental Hotels Group. Carol now works independently as a Leadership Coach working with clients around the world. Listen as she speaks with Kathryn Kallison about her global journey, her pursuit of lifelong learning and the self-fulfillment that she says comes from helping others to fly.

Yoga isn't for everybody. But if you listen to experts and yoga gurus, often, you'll hear them say that it's something everybody should try for themselves. But why? In this episode of The Fit Mess, Annie Appleby speaks about her own experience with yoga, how yoga changed her life, what yoga's primary purpose is, why you should definitely give it a try, and the story behind how she patented and trademarked the Yoga Force Mat. Find out the primary purpose of yoga training in this episode of The Fit Mess with Annie Appleby! "Yoga just isn't for me!"  When Annie first started yoga, she hated it too. Annie was so hesitant to try yoga out at first when a dear friend invited her because she thought it just wasn't going to match with her personality. Annie revealed to us that she's a solid Type-A. For her, someone who runs, does marathons, and has the personality of twenty people just wouldn't be able to find satisfaction in yoga. But despite that, her friend got her to join a session. In class, the yoga teacher advised Annie to give it four sessions. If by the fourth session she still struggles with it and hates it, she shouldn't continue. Annie listened and gave it a chance. By the second try, she hated it. By the third, she still hated it, and she'd also talk a lot in class. Annie observed a significant shift when her yoga teacher helped her focus on her breathing and less on talking. When she started giving more attention to her breathing compared to how opposed she was to doing yoga, that's when it really started to make sense. And just like what her teacher said, the fourth try worked. Find out how yoga influenced multiple aspects of Annie's life in this episode of The Fit Mess! About Annie Appleby: When Annie Appleby first became addicted to yoga in the late 80s, she was frustrated by the lack of hip, fun, comfortable clothing in which to practice it. By 1995, it seemed the only solution would be to found her own company. This entailed contacting clothing manufacturers and dye houses and handling sales, packing, and shipping, entirely out of her condo in LA.  A bit much for one person, perhaps, but from these modest beginnings, YogaForce has developed a legion of fans. In addition to yoga studios, health clubs, and spas, Annie's clothing and her patented A-Line Mat have been carried by more than 350 retailers, including Bloomingdale's; Nordstrom;  Paragon Sports; The Cleveland Clinic; Sports Club/LA; Equinox; Select Four Seasons, select Ritz-Carlton Hotels and select Joie de Vivre Hotels; Oshman's Japan; Fitness Town Canada; Kitson; Fred Segal; AMAZON; HSN; and YOGAFORCE.COM.  Moreover, her brand has been featured in more than 50 top television shows, major movies, and celebrity closets. Outline of the Episode: [01:45] Yoga – you'll hate it at first [03:36] It's such an incredible lesson for life outside of yoga [06:57] What is the real target of yoga training? [09:21] One simple way to start valuing yourself [11:23] Annie Appleby – on her first experience trying yoga [15:08] How did the Yoga Force Mat start? [18:10] Boys are into yoga now too! [21:07] If yoga is challenging, why should you try it? [23:58] Is yoga enough? [27:37] Where should someone interested in yoga start? Resources: Website Facebook Instagram Twitter As a bit of a treat, Fit Mess Podcast Listeners have a chance to win a $1700 prize pack from Inside Tracker. Sign up now! No purchase necessary! Connect with The Fit Mess Podcast on: Website Twitter Instagram Facebook YouTube info@thefitmess.com   Don't forget to join Zach, Jeremy, and the rest of the community in The Fit Mess Community on Facebook.    If you enjoyed this episode, head on over to Apple Podcasts and kindly leave us a rating, a review, and subscribe!

This week's episode of the "Most People Don't...But You DO!" podcast features Ms. Angella Reid, An operational ninja with serious GM credentials and service at the White House. Angella is the 1st Woman and 9th person in HISTORY to be The Whitehouse Chief Usher. “The White House Chief Usher is the head of the household staff and operations at the White House, the official residence and principal workplace of the President of the United States of America.” She is an operational and managerial powerhouse who has channeled decades of luxury hospitality experience into leadership roles at some of the world's best hotels and at The White House Executive Residence. Angella is a Jamaican-born immigrant to the United States who began her hospitality journey in Montego Bay. She went on to lead an impressive career, with executive positions and multiple General Manager roles for Marriott and Ritz-Carlton Hotels & Residence. We discuss: -Saying YES to everything, in order to be able to learn and grow -Be an IMPERFECT Leader, make mistakes and move forward -The importance of mentors -Having intentional conversations with yourself and others -Looking for opportunities to give back to those in need

CX Tip: Anticipate Wishes Lee Kantor: [00:00:07] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is anticipate, expressed and unexpressed needs and wishes. Please tell us more. Jill Heineck: [00:00:17] You know, this is what creates customers for life. Think of brands like the Ritz Carlton Hotels whose mantra is “Ladies and […]

CX Tip: Anticipate Wishes Lee Kantor: [00:00:07] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is anticipate, expressed and unexpressed needs and wishes. Please tell us more. Jill Heineck: [00:00:17] You know, this is what creates customers for life. Think of brands like the Ritz Carlton Hotels whose mantra is “Ladies and […] The post Customer Experience Tip: Anticipate Wishes appeared first on Business RadioX ®.

Chip Bell Interview Part Two on Business Developers Network Chip Bell is considered a world-renowned authority on customer loyalty and service innovation. Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience challenges. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine and Entrepreneur. Dr. Bell has authored numerous national best-selling books including: The 9½ Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It, Managing Knock Your Socks off Service, Customers as Partners, Magnetic Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Sprinkles: Creating Awesome Experiences Through Innovative Service, Kaleidoscope: Delivering Innovative Service That Sparkles. His newest book, Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions launched in September 2020. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, was a prestigious 2018 Stevie award winner. Show Host: Artie Ruderman The Business Developers Network where today's leading business developers share and learn innovative business development concepts to generate greater value for their businesses. Broadcasting LIVE from the Pro Business Channel studios in Atlanta. For more info about the show sponsor visit: http://www.igscorp.net To listen to more episodes visit: http://www.BusinessDevelopersNetwork.com To view more photos from this show visit:  www.ProBusinessPictures.com To nominate or submit a guest request visit:  http://www.OnAirGuest.com ‹ › × × Previous Next jQuery(function() { // Set blueimp gallery options jQuery.extend(blueimp.Gallery.prototype.options, { useBootstrapModal: false, hidePageScrollbars: false }); });

Chip Bell Interview Part One on Business Developers Network Chip Bell is considered a world-renowned authority on customer loyalty and service innovation. Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience challenges. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine and Entrepreneur. Dr. Bell has authored numerous national best-selling books including: The 9½ Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It, Managing Knock Your Socks off Service, Customers as Partners, Magnetic Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Sprinkles: Creating Awesome Experiences Through Innovative Service, Kaleidoscope: Delivering Innovative Service That Sparkles. His newest book, Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions launched in September 2020. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, was a prestigious 2018 Stevie award winner. Show Host: Artie Ruderman The Business Developers Network where today's leading business developers share and learn innovative business development concepts to generate greater value for their businesses. Broadcasting LIVE from the Pro Business Channel studios in Atlanta. For more info about the show sponsor visit: http://www.igscorp.net To listen to more episodes visit: http://www.BusinessDevelopersNetwork.com To view more photos from this show visit:  www.ProBusinessPictures.com To nominate or submit a guest request visit:  http://www.OnAirGuest.com ‹ › × × Previous Next jQuery(function() { // Set blueimp gallery options jQuery.extend(blueimp.Gallery.prototype.options, { useBootstrapModal: false, hidePageScrollbars: false }); });  

The author of 24 books, Chip's newest book, "Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” is due out in the fall of 2020. He is also of such bestsellers as "Kaleidoscope: Delivering Innovative Service That Sparkles,” "Sprinkles: Creating Awesome Experiences Through Innovative Service,” "The 9 1/2 Principles of Innovative Service,” "Take Their Breath Away" (with John Patterson), "Managers As Mentors: Building Partnerships for Learning" (with Marshall Goldsmith), “Customers as Partners,” "Managing Knock Your Socks Off Service" (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell). He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018. He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.

Chip Bell is the author of 24 books, Chip's newest book, “Inside Your Customers Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions” is due out in the fall of 2020. He is also the author of bestsellers “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Awesome Experiences Through Innovative Service,” “The 9 ½ Principles of Innovative Service,” “Take Their Breath Away” (with John Patterson), “Managers As Mentors: Building Partnerships for Learning” (with Marshall Goldsmith), “Customers as Partners,” “Managing Knock Your Socks Off Service” (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell).   He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot.   Questions   Could you share with us a little bit about your journey, how it is that you got into this whole customer service? You have written many, many books, and I had the privilege of you sending me a copy of the one of your most recent one “Inside Your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Services and Solutions. And I found it really, really insightful. Could you share maybe one to three things that you think is really critical for us to get inside our customer’s imagination? In your book, you talk about curiosity, being grounded, discovery, you talk about trust and you talk about passion, of those five secrets that you believe are breakthrough tactics or strategies in order to really get into your customer’s imagination. Which one do you think is the most important? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you, maybe books that inspired you to become an even better writer? Could you share with us maybe one thing that's going on in your life right now that you're really excited about - either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or saying that during times of adversity you’ll tend to revert to this quote, it kind of helps you get back on track or to get you more focus?   Highlights   Chip’s Journey   Chip shared that he has always had a fascination and an interest in the customer; he studied it in graduate school. What makes people buy, what influences customers to make decisions that they do and how organizations manage that influence and how do they create cultures that create great experiences? Most of his work has been focused on the customer experience. That is what when we encounter a customer, whether it's face to face, the ear to ear, click to click, we give that experience in such a way that it's a memorable experience and a very positive way. So it's been an exciting, he has been at it for 40 years now. He’s still learning every day, but we're all customers, so it gives him a chance to hopefully influence how that's done through the organizations that he works.   Getting Inside Customer’s Imagination   Chip shared that he thinks it starts with recognizing that the customer’s imagination is inside. And he likes to think of it as a door open only from the inside. So, the challenge becomes, how do I create a relationship or a partnership with the customer in such a way that they want to open that door and share their insights, ideas, creative thoughts in a way that helps them with us, co-create new products, services and solutions. So the book is really about how do I build that relationship, how do I build that partnership that creates a sense of excitement and safety and a willingness for the customer to open that door and share their ingenuity and insight and creativity.   Me: And so, we really have to dig deep into what the customer is looking for. A big part of when I was reading through some parts of the book, it focused on ensuring that you have curiosity. And I'd like for you to share with us in your own words. What exactly is curiosity, especially in the sense of customer experience? Why should we be curious and how do we exercise that skill?   Chip shared that he thinks part of it is the one of the ways which we demonstrate we really care about the customer. We all go to reunions, family reunions or school reunions. And we always engage, we eat too much food and we engage in a lot of superficial conversation. But every now and then somebody, a family member or friend, demonstrates that they really are interested in us. And they ask different kind of questions, “You still work in and are you still doing this?” And so, they really want to know what makes us tick, what do we feel and what matters to us. And we walk away from those conversations feeling not just heard and understood, but truly valued.   So he thinks part of curiosity is how we demonstrate that deep curiosity. One of the techniques he talks about in the book is called Be the Customer.   And he borrowed it from most parents who have children who are in Little League, when that child has the bat and the pitcher is about to throw the ball, they'll yell to that child, “Be the ball, be the ball.” Which is all designed to get the focus, focus on that ball, it coming their way. It increases the likelihood that they'll be hitting it.   And so, he thinks in much the way be the ball, be the customer, try to be the customer. He gave you a funny example. His wife's hairdresser, Johnny Odair, has been known to get a permanent. He said, “Johnny, why do you get a permanent?” He said, “I realized that when women get a permanent is often one of the most uncomfortable and awkward situation, so if I figured if I went through what they went through, then I would see the world through their eyes and because of that, I made changes in the experience to make it a more comfortable experience for them.”   That's to him, a great example of him working to try to deeply understand a customer, when the customer senses that sense of quest to understand them at a deeper level. Then they feel a sense of kinship with us, a sense of partnership with us.   So it's looking for techniques, it might not be just talking to the customer or just doing customer research, it might be talking to people who know the customer in a different way. He gave an example and he uses this example in the book. He has a friend of mine, John Longstry. John used to be the General Manager of a huge hotel in Dallas, Texas, and he realized that he wasn't learning enough about what really was important to customers through the front desk.   Now, if you think about checking into a hotel, when you check out, typically the front desk will say how was your stay? And we usually have a one-word answer, fine. And not much learning is going on from the word fine. So, what did he do? He'd already been doing focus groups with the taxi drivers who frequented his property to take guest to the airport, DFW airport.   And so every quarter he would hold a focus group, he buys these taxi drivers who frequent his property hanging out because it's a nice fare from his hotel to the airport so a lot of them would hang around to take now, Uber, Lyft.   But then it was it was taxi drivers. And so he would hold focus groups with these taxi drivers. And what he would learn is not just information and understanding, but insights. For example, he learned that when the customer complained to the taxi driver that their towels in their bathroom smelled a little scorched like they'd been in the dryer too long and housekeeping, what they really were worried about was a hotel fire started in housekeeping or dust bowl under their bed, in their room. What they really were concerned about were are there bugs in my room?   So the goal was not just information that gave you superficial information. Like there's a light out in the parking lot, thank you so much, but when the customer spotted a security light out in the parking lot that was burned out, they worried about security in their hallway.   Well, by taking that insight level, he was able to make improvements and changes that really impacted customers in a way that they couldn't even describe. Not something you'd necessarily write on a comment card when you're checking out, but it taught him a lot about what was really going on in the mind of that customer.   Well, that's the kind of technique, who knows my customer? What if I talk to them, not just my customer, what would I learn from that? And so, again, that's part of curiosity is how they look for ways to demonstrate to the customer that they really, really do care. And part of it is how they show them that when they provide feedback, that it really matters.   The research shows 95% of companies in the industrialized world asked their customers for feedback, 95% of them, but only 5% of them let the customer know what they did with that feedback.   And so, when we get those surveys, it's no wonder that we don't fill them out because we go, “Why should I, it is not going to make any difference.”   And so it's learning to tell the customer, you did this, you asked for this, this is what we're doing with it. And so, it tells the customer, you matter, you're important, you're valued. And from that kind of relationship, when you ask them, what's something cool we can do, they can give you creative ideas.   Me: There was also a part in a book that you spoke about as it relates to curiosity, where the company got permission from the customers to watch them shower. I found that so interesting. I was like watching them shower.   Chip stated exactly. He’s doesn't know who volunteered to do that, but yeah, it's MOEN revolution. And what they did was they wanted to learn how customers experienced a showerhead and what they found from their research by getting customers to say, “Let us watch you in a shower and see what you do and not just invade your privacy.” But they found it about 35% of their customer’s time is spent avoiding the spray. It gave them the insight they needed to design a different kind of spray that they didn't spend so much time avoiding the spray for the shower. Giving a similar example.   He works with the major hotel chain would ask customers when they checked in if they were a familiar customer or a frequent customer. They would say, “We'll give you a discount on your room rate, if you'll let us follow you to your room and watch you unpack.”   And a customer goes, “What?” But what they really were interested in is they wanted to see how the customer settled into the room. And so what they discovered at that particular time, this is a giant hotel chain. What they discovered is that sometimes customers will bring up their own hairdryer. Well, most of us bring hairdryers. But back then, what you would do is in order to use your hair dryer, you had to unplug the one that was plugged in the wall. They already provided you a hairdryer, but you like yours because it's hot or whatever. Well, nobody complained about the fact that you made me unplug your hairdryer to plug mine in. But there's a little irritant, there's a little negative, or they found that when a couple checked into a hotel, there was only one luggage cradle in the room for them to put their own luggage.   So we all know what happens then, he puts his luggage on the floor. Well, there's another little work that's a negative, but nobody ever put that on a comment card. But you add up enough little workarounds like that, you got a negative experience the customer can't even talk about it because it's so subtle.   Watching the customer, they go, we could fix this, we could provide another receptacle for their own hairdryer or we could hardwire ours into the wall so the receptacle is available for them to use their own hairdryer or every time a couple checks in, we can have housekeeping bring another luggage cradle to the room, all of these easy fixes. But there are things that the hotel didn't notice or didn't know because they were too subtle for the customer to say anything about it. And we don't notice the things where we live. We quit seeing the wallpaper a long time ago. And so, we take it for granted, we don't see it. And so, we're blind to the details that customer sees. So, again, it's looking for those ways to say, “I want to go deep inside that customer's world and their experience to understand and demonstrate my understanding to that customer so they feel valued.”    Important Breakthrough Strategies To Get Into Your Customer’s Imagination   When asked about which of the 5 secrets is the most important tactics or strategies in order to get into customer’s imagination, Chips stated curiosity. He thinks it is the foundation, that's what started with it first. Interestingly enough, where these five secrets came from was, he knew the book was going to be about innovation and co-creating with your customers.   And so, he looked at organizations that we all know famous for innovation. And we can all think of if you ask anybody, who are the most innovative companies on the internet, most people will talk about Google or Amazon or Pixar, they'll have names like that. If you go in those cultures and you say, “Okay, what are these cultures have in common?”   You find their cultures are all about curiosity, they're all about grounding or focus, they're all about risk taking that leads to discovery. They're trust and they're about passion. So those are the five things that are common among cultures. So he thought, what if you took those same five features of an innovative culture and apply them to a relationship, in this case, a relationship with a customer? What would that be like? What would that partnership be like? So that's the basis for those five secrets to breakthrough products, services, solutions.   They're fun things to do but part of it is how do you get customers to drink with you? He knows the listeners love tactics that they can use and apply, but sometimes we focus on asking customers only about their needs and expectations when the world of the imagination is around the customer's hopes and aspirations. And he'll give a fun example. He was working with a large pizza delivery company, one world-wide, we all know this pizza company. And he believed when he did started the research that when you talk to lots and lots and lots and lots of customers about this company that they were going to focus on product, price and process, meaning your pizza is not very good or it cost too much or it takes too long to get it to him, pizza price, product and process. But when they asked dreamer questions, they learned a whole different set of things.   For example, a dreamer question is where you asked the customer to think beyond what's now present. For example, one question they would say is like, “What’s something no pizza company is doing that would be really cool?” Well, one of the answers they have here in is, “What about the pizza box?” They said, “What?” “The pizza box? You know, I get this delivered pizza, it's got this box and I end up having to throw the box away. What would it be like if you did something with a box?” “Well, like what would you have in mind?”   Well, it could be like a color a picture or a puzzle or it can be a mask you could have for kids to wear a mask. They could just cut it out.”   And so, sure enough, several years later, he’s working with the paper manufacturer that made pizza boxes for this company and sure enough on the inside lid, they had put puzzles or coloring things for kids or various different things. And they put a sheet of wax paper between the lid and the pizza so it didn't soil the inside of the lid. And it turned, nobody would have thought of that. But they only get those kind of things when you take your customer into the world and you focus, that's what grounding is all about. You focus on new applications, new solutions, and all of a sudden you get a whole different world.   Me: That's so true, that's really innovative. And that's a good point because we really do throw the pizza box away so why not find something else to do with it that could be more than just throwing it in the garbage.   Chip agreed and shared that the really wise companies get their customers to help them. A good example is Starbucks. Starbucks is a very creative company, but they get customers to help them. For example, things like splash sticks that go in your coffee cup lid, customers came up with that, Starbucks didn't come up. Cake pops that looks like a little lollipop, but it's made out of cake, customers came up with that. Pumpkin spice latte in all the stores, these are all things the customer came up with, company didn't do that.   But it means you got to take your customer into an imaginary world with new ideas and new concepts and new applications and help them think with you. And that's why he loves the concept of creation, is you're not making stuff for the customer or on behalf of the customer, you're doing it with the customer. And so, not only do you get their creativity to add to yours and come up with all kind of new stuff, but you're also building the loyalty of that customer, because when they got their fingerprints on what you're creating, they feel a commitment to it and their loyalty goes up.    App, Website or Tool that Chip Absolutely Can’t Live Without in His Business   When asked about online resource that he can’t live without in his business, Chip stated that he will share two of them. One he can't live without in his personal life is called Sound Hound. And sound hound is a great website because how many times do you go in a store and they're playing music guide, you go in a store and they’re playing a song and you go, what's the name of that song? Sound Hound is an app that allows you to hit that thing and it listens to that song, not only does it tell you the name of the song, but it also gives you the lyrics and if you want to buy it, you can buy it right there. So, for him, it's a great app that he that he uses a lot.   And in his business life because he’s a writer and he writes a lot of stuff, lots and lots of articles and blogs and so forth. Grammarly has been a godsend because he doesn't know anything much about the English language from the standpoint of grammar. He doesn't think he did very well on those courses in school. And so, Grammarly is a program that allows you to when you finish writing a blog or an essay or a letter or anything, you can simply put the letter inside Grammarly and it'll bring up and tell you, this is a different way you need to say that or you've got this misspelled or this should be an ‘are’ not an ‘is’. And it'll correct all your grammar or at least tell you what it sees is wrong and give you the choice to correcting it or not. But it also provides you the rationale, so you get to learn a little bit more about what a ‘dangling participle’ or a ‘split infinity’ is. But it's a great tool for him, particularly from a writing standpoint.     Books That Have Had the Greatest Impact on Chip   When asked about books that have had the biggest impact, Chip shared that the one he remembers that he thought was a powerful book was a book called Watership Down: A Novel. It's an old book by Richard Adams. And it's a favourite book of his because it's basically a fiction story of a group of rabbits that get the feeling that they're down, their warren where they live is in danger. They don't know why, it turns out it's like a construction crew that's come in and build housing development where they live. And so, they have to journey across England to find a new home. There are many, many, many adventures and stories. And it's a great story, they actually made a movie of it. But the use of stories, the use of myths, the use of fables in their interaction is, he thought, one of the most creative uses of how they do that. So, that's one book that's been an inspiration for him.   Another one is a book by his friend Seth Godin called Purple Cow: Transform Your Business by Being Remarkable. Great book and it's in the marketing category, but it underscores the power of being distinctive, to being different. And he's a very, very creative guy who's written many, many books. But how you will only succeed through your service and product if you find a way to make it unique, different. What he calls value unique, not value added. And that's been his work in the customer experience world. Value added is taking what customers expect and add more. The problem with that is you run out of room because the expectations of the customers go right up with you and so you add more and more and more and more, and pretty soon you’re going to go bankrupt or run out of room. And so it's like, “You're a great customer of ours, we'd like to upgrade you to the first class or if you're a frequent flyer.”, that approach of a linear value added approach to him has limitations.   So, his work is all around value unique and it's not looking at generosity, but ingenuity, what can add to that’s unique, that's different, that will surprise the customer in a way they didn't expected. Value added usually that you aren't shocked by the fact that they upgraded you or added more comped your dessert, it doesn't shock you. But if you did something that was totally unique, different, all of a sudden you'd be talking about that. And his belief is that the pinnacle, the height of customer loyalty is when the customer tells great stories about you, not just recommends you, but they say, “You're not going to believe what happened to me.” And they tell a story that's going to have more influence on a prospect than simply a recommendation. And so how do you create the stories? Well, that takes something unique. His wife as a new car and she traded in old car and got a new car. And a week after she had a new car, she turned on the radio for the very first time and discovered they had programmed in her radio stations from her trade in.   Ingenuity and she tells everybody about the radio and not about the car. And so, it's little things like that, it's making sure that when you take your car in to be service and you're going to be waiting for it, they've got in your profile and they've got a current machine or, one of those cake cup machines, that your favorite coffee is there available. So when you have to wait on your car to be serviced, you got hazelnut coffee, which is the one you like, it's little things like that that personalize the experience.   But it's thinking about it; think about Crackerjacks in the world of service. Crackerjacks is a 100 year old product. And what we loved about Crackerjacks was not the caramelized molasses flavored popcorn, but the free prize, which was actually workless, but emotionally priceless, we knew we were going to get a prize because it said so on the box, but we didn't know exactly what it was going to be. It’s that thinking, that concept applied to the world of experience, to the world of customer service is his world and Seth’s book, The Purple Cow, he thought was a very, very insightful book that was very helpful to him. So those are two he’d recommend.    What Chip is Really Excited About Now!   Chip shared that he and his wife are on the board of the Georgia Writer's Museum, he lives in the state of Georgia and they have a writer’s museum that celebrates famous writers that live in the state, many of whom have all passed on, people like Jimmy Carter and Martin Luther King and folks like that. And he’s on the board of that museum and so he gets to serve as sort of the museum curator to design new exhibits. And so, that's a fun thing for him to do.   The other thing in terms of his work is he stumbled onto a new concept called anticipatory innovation. And so now he’s developing a whole new body of work around anticipatory innovation.   And what that is, he gave an example and then he’ll come back and describe it. When he and his wife stayed in a Hampton Inn, they provide you a coffee pot and they provide you paper cups. Now, if you happen to be in a situation where you and your significant other both fix your coffee the same way. And you fixed a cup in the room and they got the paper cups in the room for years, invariably you're going to run into a situation where you go, “Is this my cup or yours?”And so, what they did is they put on the front of the cup, on one cup they put lips like somebody put lipstick on and kissed it. And on the other one they put a mustache and so it's very clever, but it fixes a situation that you encounter they go, “Oh, I know this one's mine because it's got the lips on it or it's got the mustache on it.”   But it's that you anticipate you're going to encounter. Another example, Tampa Airport, the rental car where they put all the rental cars is inside the parking deck. The first thing you do when you get inside a rental car is you going to set your GPS. The problem is there's no internet inside that structure. So, what did they do?   As soon as you exit the parking deck, there is a GPS, pull over and little parking slot you can pull in that does have does have Wi-Fi internet so you can set your GPS before you actually leave the parking lot. But they thought about that, they thought ahead and say, “What’s a little problem or challenge or hiccup that the customer may encounter that we can anticipate and provide an easy fix before they get to that hiccup?” And so, that’s a whole new world, he calls it anticipatory innovation and there’s not much research done about it, nobody has written much about it, he has written recently an article for Forbes that’s called, Are You Using a “Boy” or “Girl” Cup?. But it’s little things like that that now is a whole world he’s researching and trying to create a whole new body of work around. In his business life, that’s what he’s working on.   Where Can We Find Chip Online   Chip shared listeners can find him at – Website – www.chipbell.com Email – chip@chipbell.com   Quote or Saying that During Times of Adversity Chip Uses   When asked about a quote or saying that he tends to revert to, Chip shared, “Give to the world the best you have and the best will come back to you.”   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions by Chip R. Bell Watership Down: A Novel by Richard Adams Purple Cow: Transform Your Business by Being Remarkable by Seth Godin Are You Using a “Boy” or “Girl” Cup? By Chip Bell   The ABC’s of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

This episode features the wisdom and grace of Aba Kwawu, the founder of TAA Public Relations, formerly The Aba Agency, a results oriented communications and special events boutique specializing in luxury lifestyle, fashion, design, entertainment & hospitality. She has worked with some of the most recognizable brands including Cirque du Soleil, Ritz-Carlton Hotels, The Smithsonian Institute, Vogue Magazine and many more. TAA PR represents lifestyle brands seeking expertise in public relations, marketing, social media, brand development, and event production. She shares her unique journey to success...how faith and resilience has helped her turn adversity into advantage and how she learned to seize critical opportunities for success. This episode will inspire and encourage you. Don't forget to share it with someone who needs some iconic inspiration and please do subscribe and leave a review. To register for our upcoming Iconic Womanhood live weekend, be sure to visit, iconicwomanhood.com/live and get your ticket today!

It's my 100th show.  I want to thank my subscribers, listeners and guests I am pleased and honored to welcome to the show Bruce Himelstein, Founder of The BJH Group.  Bruce is a Sales & Marketing Expert, Speaker, Facilitator, and Consultant. His career includes…Chief Sales & Marketing Office for Ritz-Carlton Hotels, President Oceania Cruises, and Chief Marketing Officer, Loews Hotels & Resorts.  And, a long-time friend of mine, but you'll have to listen to the show to hear those details! Join us as we take a journey with Bruce from graduation to cleaning hotel rooms to CMO for major hotel chains.  And, as we explore the current state of the hospitality industry.

It's my 100th show.  I want to thank my subscribers, listeners and guests I am pleased and honored to welcome to the show Bruce Himelstein, Founder of The BJH Group.  Bruce is a Sales & Marketing Expert, Speaker, Facilitator, and Consultant. His career includes…Chief Sales & Marketing Office for Ritz-Carlton Hotels, President Oceania Cruises, and Chief Marketing Officer, Loews Hotels & Resorts.  And, a long-time friend of mine, but you'll have to listen to the show to hear those details! Join us as we take a journey with Bruce from graduation to cleaning hotel rooms to CMO for major hotel chains.  And, as we explore the current state of the hospitality industry.

Jonathan welcomes Horst Schulze to Candid Conversations - the man who defined the luxury hotel experience through his long tenure as President of The Ritz Carlton Hotels.  He then went on to define what ultraluxury meant as the Founder of the Capella Hotel Group.  His worldly success is remarkable, but what is most notable about Horst Schulze is his love for our Lord and how that overflows into his love for people and service to them.Horst is an exemplary leader and he is the expert on building an organization focused on excellence.  In fact, he wrote a book entitled, Excellence Wins, A No-Nonsense Guide to Becoming the Best in a World of Compromise.  This episode is filled with wisdom that will challenge you to rise above management to true leadership.To ask Jonathan a question or to connect with the Candid community, visit https://LTW.org/CandidFacebook: https://www.facebook.com/candidpodInstagram: https://www.instagram.com/candidpodTwitter: https://twitter.com/thecandidpod

Episode 54 - Cirq+ Joining us today is Yani and Jodi Derros, founders of ATOM Innovation. This husband and wife team run a very interesting design research firm in Scottsdale Arizona, where among a number of exciting and popular products, have created a device that’s soon to change your hotel room experience. The product is called CIRQ+ and think of it as Alexa on steroids, specifically designed to create a fully voice activated in-room private concierge high-end hotel experience. While you may not have heard of CIRQ+ product at the time of this recording, I assure you this is not some trendy pipe dream idea. With major contracts for high end hotel chains throughout the UK and Arizona already in place, CIRQ+ is likely to make it into your room within the next year. As far as Yani and Jodi go, they are a power couple I hold in very high regard. In fact, I’ve even personally done business with them in the past and was beyond impressed. Yani brings over 26 years of experience developing advanced product solutions for start-ups and global corporations. Yani has played an instrumental role in helping companies raise over $120 million in venture capital. His creativity has been honored with numerous international product design / innovation awards in addition to over 65 U.S. and international patents received to date.Jodi also brings over 26 years of experience as a Brand expert having been behind major marketing campaigns for Fortune 500 companies such as Motorola, Colgate-Palmolive, BMW, Sylvania, Rolls Royce, and Reebok. Jodi brings extensive experience in the hospitality world as well including work with Arnold Palmer designed golf courses and The Ritz-Carlton Hotels, among many others.Together, Yani and Jodi are exceptional at developing new brands by building strategic and creative solutions delivering sustainable and long-term growth in the marketplace. Get in Touch:https://cirqplus.com/https://www.facebook.com/cirqplus/https://www.atom-inc.co/home/Support the show (https://www.hundredlifedesign.com/podcasts/)

Horst Schulze is the creative force behind The Ritz-Carlton hotel chain we know today. As President and COO, Horst grew The Ritz-Carlton hotel chain to approx. 50 hotels by his retirement in 2000. And shortly after, Horst founded an ultra-luxury hotel chain called Capella Hotel Group. Capella is also known as the hotel where President Trump and North Korean Leader Kim Jong Un shook hands for the first time at their 2018 historic summit. While Horst is widely known as the legendary luxury hotelier and for his contributions of excellence to the hotel industry – there is so much more to who he is. One way to get to know Horst is to listen to his incredible career story that involves faith, hard work and business sense. This first episode of a two-part special on Horst Schulze covers the stories and work highlights that he navigated through in the early part of his career. On Faith Collides, Horst shares some interesting highlights: Born in Germany when World War II started, Horst grew up in a small village yet knew he wanted to work at a hotel at 11 years old. At 14 years old, Horst was trained by the head waiter, the maître d', who taught and modeled excellence in whatever work he did, even as a bus boy. At 16 years old, Horst was inspired to write an essay at the trade school on defining himself at work. At 19 years old, Horst visited America for the first time. He worked as a waiter for the Holland America cruise ship. And visited the Waldorf Astoria in Manhattan to check off a top destination from his bucket list. In his early twenties, Horst moved from job to job in order to gain experience in the hospitality industry. He worked in the finest hotels in Europe such as The Savoy in London and the Bellevue Palace in Switzerland. At 25 years old and with $40 in his pocket, Horst took a one-way cruise to America to work at a new hotel in Texas. He quit after a few days and moved to work at a French restaurant in San Francisco. By 27 years old, Horst did not receive a highly coveted promotion to be room service waiter. From his late twenties to early thirties, Horst used vacation dates to enroll in hotel management courses at Cornell University for seven consecutive summers. In his mid-30s, Horst turned down an offer to be General Manager at Hyatt Hotels Corporation because he believed he needed one year of work experience in rooms management. In his late 30s, Horst was the General Manager for the most challenging Hyatt (former Howard Johnson hotel) in Pittsburg. It was also when he met his wife Sheri, who would impact him to apply faith into his life at work. At 45 years old, Horst became a founding member of The Ritz-Carlton Hotels.   This episode is packed with how Horst navigated through the early part of his career. We hope it will encourage you to remember how the path to achieving career success took a lot of hard word for even the most celebrated industry leaders and outspoken Christians like Horst Schulze. -------- Like what you've heard? Get Horst Schulze's "Excellence Wins" on digital or print: https://amzn.to/37UWG11 Special thanks for this episode: Horst Schulze, Kathy Wiggins, Patricia Robson, Jaime Roque   -------- Support Faith Collides podcast with a review --->  http://bit.ly/FaithC0llid3s Faith Collides podcast is hosted by Grace Huang from Lux Mundi.  More information: www.lxmundi.com --- Support this podcast: https://anchor.fm/faithcollides/support

Justin Giboney of the And Campaign talks about how our witness in the world, including politically, needs to be informed and defined by our identity to Christ.  Horst Schulze, founder of Ritz-Carlton Hotels and author of Excellence Wins, talks about honoring others as image-bearers of God.

Justin Giboney of the And Campaign talks about how our witness in the world, including politically, needs to be informed and defined by our identity to Christ.  Horst Schulze, founder of Ritz-Carlton Hotels and author of Excellence Wins, talks about honoring others as image-bearers of God.

Acquiring customers requires time and money. Successful businesses know how to acquire AND retain customers to maximize profits.  Horst Schulze, the founder of Ritz Carlton Hotels, joins Robert & Kim to discuss his systems for acquiring and retaining customers, and ultimately succeeding in a very competitive environment. Learn more about your ad choices. Visit megaphone.fm/adchoices

PODCAST (You may hear phantom noise on this episode. There was a very high powered radio station in the building where we were recording. Not the best day for an audio engineer! But, we thought this content was too good not to share!) To listen on iTunes  To listen on Stitcher  To listen on Spotify  SHOW NOTES My mom’s bad cup of coffee  https://www.homedepot.com Excellence Wins by Horst Schulze  Ritz Carlton Hotels  Capella Hotel Group  Marriage advice: “I made a decision, this time I’m going to be in love and I’m going to enjoy it.” “I put myself in the position of being in love.” “I analyze my decisions – is it good for everyone?”

Cedric Bertelli is the founder and director of the Emotional Health Institute.  He began his training in Emotional Resolution in 2009 in France. Cedric grew up in a tiny village in France with a population of 80 and always suffered from anxiety. Later he became a well known culinary expert for the Ritz Carlton Hotels. Currently, he is an expert in emotional health using the Emotional Resolution method.  I'm in awe of what he's been able to accomplish in 10 short years! At the core of Emotional Resolution is the belief that we are all born with the physiological ability to resolve our own emotions permanently.  Most of us go through life, knowing we have difficulties and try various ways to meet them head-on. We all have tried many forms such as self-help techniques, professional help, or even self-medication. These may help for a time but only until there is another trigger to set the pattern back into motion. Triggers lead to disruptive emotional patterns: anger, stress, jealousy, phobias, anxiety, shame, avoidance, only to name a few. According to Bertelli, "Neuroscientists are beginning to understand that the body is wired to permanently resolve dysfunctional and negative emotional patterns... if we only allow it to do its natural job!"   This is a fascinating discussion I know you don’t want to miss!

On today’s episode we’re talking to the grandfather of luxury and the man who set the gold standard for treating people like royalty, the founder of the famed Ritz Carlton Hotels, Horst Shulze. We’ll discuss why a business book on hospitality might just be the greatest etiquette book ever written, and how it’s impossibly difficult to get thrown out of a Ritz Carlton.   Plus the real story on hotel key cards, making the daily decision to love your spouse, and in depth look why a hotel tycoon is the unsung hero of everyone’s favorite chicken sandwich.  For those who enjoyed this interview and would like to learn more, we highly recommend Horst Shulze's new book; Excellence Wins.  SPONSOR SPOTLIGHT: PLANT PACKAGE Plant Package subscriptions make gardening easy by delivering plants, pots, and soil right to your doorstep.  In each themed box, they send you everything you need to create a beautiful potted arrangement – four fully-grown plants ranging from flowers and foliage to herbs and fruits, a pot, the right amount of soil, nutrients, and if you want – a cool accessory. You just assemble with confidence! With Plant Package, the prep work of gardening is done for you!  Plant Package is perfect for parents looking for a quick, easy, relatively mess-free activity to do with the kids, people interested in gardening who get overwhelmed by all the plant options at garden centers, or anyone short on time (hint: Plant Package only takes about 20 minutes to assemble!) Right now, Plant Package is offering listeners of Welcome Home a FREE first box. Just visit PlantPackage.com/welcomehome to choose a delivery option -- then use promo code WELCOMEHOME at checkout to receive your first box FREE! SPONSOR SPOTLIGHT: CARBONA Carbona is a household brand that’s been helping people live a life unstained for more than a century (how’s that for experience!?). They are whole-heartedly obsessed with all things clean, so they developed a wide range of solutions, from laundry to carpet care, that deliver impressively tidy results. In addition to being passionate about cleanliness, they are also science-savvy! Each of their products is scientifically-formulated to effectively take on the task at hand. Try any of these great products from Carbona! Color Grabber: (Laundry) Keeps clothes looking new longer! This allows you to wash mixed-colored laundry loads with confidence and prevents color runs and bleeds. Stain Devils: (Laundry) #1 specialty stain remover! So much better than a multipurpose remover. No two stains are alike, so you need to treat the stain with a specific formula.  2 in 1 Carpet Cleaner : Oxy-powered formula with Active Foam TechnologyTM for effective stain and odor removal (takes out everything from mud to wine!) Built-in 2 in 1 brush top tackles stain at the surface AND deep in the carpet fiber.  2 in 1 Pet Stain & Odor Remover : Oxy-powered formula with Active Foam TechnologyTM is engineered to permanently remove pet stain AND odor. It also discourages re-soiling Steam Carpet Cleaner : For a full- room deep clean! Remove set-in-soil from carpets and is perfect for high traffic areas. This is safe for all steam cleaning machines Washing Machine Cleaner Eliminates washing machine odors and maintains machine parts. Complete with activated charcoal to attract odor-causing residue (first of its kind to utilize activated charcoal!) Use code WELCOMEHOME at Carbona.com to save 20%. Happy cleaning! Learn more about your ad choices. Visit megaphone.fm/adchoices

Episode 43 take us to the Upper East Side headquarters of internationally acclaimed event producer, Jennifer Zabinski. Jennifer is at the very top of the list of the world’s most elite wedding planners in both VOGUE and Harper’s BAZAAR Magazines,  among many other noteworthy publications.  Having produced the celebrity wedding of Serena Williams to Reddit founder, Alexis Ohanian, is only one of Jennifer’s dynamic  list of extraordinary accomplishments. Starting her career at the prestigious school of Hotel Management at Cornell, and then learning the luxury market with stints at both the Four Seasons and Ritz-Carlton Hotels, the incredibly well-spoken, knowledgeable and quite humble Jennifer sat for over an hour with me, doling out brilliant pearls of “wedding wisdom,” as well as exploring the little-understood challenges — and unforgettable rewards of destination weddings, whether the celebration is held on a remote ranch in Wyoming or in Capri, along the glorious Amalfi Coast or some desert…anywhere. Jennifer demystified the destination wedding, explaining that…at that aforementioned ranch wedding in Wyoming, it was very important to the bride and groom to give their guests experiences they’d never forget– from riding horses to archery, paintball to hiking, and much more. In fact, translating each couple’s very specific wishes and desires is what Jennifer does best, along with striking a balance at every wedding, including presenting the “high and the low,”  and her desire to utilize local resources whenever possible, as a strategic producer’s moves as well as a way to keep budgets in check. Our fast-paced, far-ranging podcast covers hidden costs, taxes and currency fluctuations to the importance of always expecting the unexpected…and so much more. Listen and enjoy! -Doug

Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful, cutting-edge ideas and unique strategies they can immediately put into practice. Always customer-centered, Dr. Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience challenges. He is considered a world-renowned authority on customer loyalty and service innovation. In fact, Global Gurus ranked him in 2018 as the #2 keynote speaker in the world on customer service and #1 in North America. Leadership Excellence Magazine also listed him among the top 30 thought leaders in North America. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, and NPR Radio, and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine, and Entrepreneur. Dr. Bell has authored numerous national best-selling books including The 9½ Principles of Innovative Service; Wired and Dangerous: How Your Customers Have Changed and What to Do about It; Managing Knock Your Socks Off Service; Customers as Partners; Magnetic Service; Take Their Breath Away: How Imaginative Service Creates Devoted Customers;Sprinkles: Creating Awesome Experiences Through Innovative Service. His newest book is the best-selling Kaleidoscope: Delivering Innovative Service That Sparkles. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, a prestigious 2018 Stevie award winner.

Aren t we all really in the customer experience business? During the 20+ years in residential real estate and corporate relocation, the #1 cornerstone of Jill s business has always been the experience she and her team delivers. Little did she know that this strategy that would become a leading best practice for the world s greatest businesses to survive in the […] The post Customer Experience Radio Welcomes: Horst Schulze, Co-Founder of the Ritz Carlton Hotels appeared first on Business RadioX ®.

In this "Success Interview" podcast episode, I had the privilege of interviewing customer service legend – Horst Schulze. Mr. Schulze is the co-founder of Ritz-Carlton Hotels. His customer service ideas and practices have become a worldwide standard for excellent customer service. It was a delight to spend an hour discussing how to create excellent customer service cultures! Watch Interview: https://youtu.be/gSjaK9qrWws

Welcome to the Elevator World News Podcast. This week’s news podcast is sponsored by elevatorbooks.com: www.elevatorbooks.com NYC RITZ-CARLTON HOTEL MAKING QUICK PROGRESS A Ritz-Carlton Hotel going up at Broadway and West 28th Street in the NoMad neighborhood of New York City (NYC) is making quick progress, with the foundation and basement floor having reached street level, New York YIMBY reported on March 21. The US$500-million skyscraper, designed by Rafael Viñoly, will eventually rise 40 stories, to a 580-ft. height. It will include 250 guest rooms and 16 residential units within its 150,000 sq. ft. Amenities include a spa, a fitness center, bicycle parking, a public ground-floor restaurant and bar, and a rooftop bar. The design includes overhanging shrubs and plants on almost every level, and a public, landscaped plaza outside the hotel's main entrance. The project is being developed by Marriott, Ritz-Carlton Hotels and Flag Luxury Properties, and interior design is by Yabu Pushelberg. Completion is expected in late 2020 or early 2021. Image credit: Courtesy of Rafael Vinoly To read the full transcript of today's podcast, visit: elevatorworld.com/news Subscribe to the Podcast: iTunes│Google Play|SoundCloud│Stitcher│TuneIn

Moe Abdou is joined by the distinguished founding member of The Ritz Carlton Hotels, Horst Schulze to explore why the path to sustained excellence always starts with motive & purpose.

You likely have a drive for excellence. You certainly want your team to do their work with excellence too. I wanted to create an episode about leading excellence. There is one brand in the world that I think of when it comes to EXCELLENCE. It is a hotel chain that is widely known for it. It is Ritz-Carlton Hotels. I have with me Horst Schultze who is a co-founder of Ritz-Carlton. He is also the author of Excellence Wins. We talk about how to inspire your people and the importance of leading excellence. Get the show notes for 391 | Leading Excellence Co-founder of Ritz Carlton with Horst Schulze Click to Tweet: Listening to an amazing episode on Leaders in the Trenches with your host @GeneHammett  #LeadingExcellence #Leadership #GHepisode391 #Podcasts Give Leaders in the Trenches a review on iTunes!

It’s no longer enough to provide your customer with a good experience, you need to give them a remarkable one. Drawing on over 30 years of consulting experience with brands like the Ritz Carlton Hotels, Harley Davidson, and USAA, our next guest has created a guide with great strategies for delivering the unique buying experiences that customers expect today. We recently spoke with Chip Bell, Atlanta based customer service expert, and author of over twenty books including The 9 ½ Principles of Innovative Service, to discuss what you need in order to lead a customer-centric operation. https://www.myasbn.com/small-business/customer-experience/chip-bell-customer-experience-expert/

Carsten K. Rath ist Unternehmer und Keynote-Speaker - vor allen Dingen aber ist er überzeugter Service- und Qualitätsenthusiast. Als Grand Hotelier hat er auf fast jedem Kontinent Luxushotels eröffnet oder geleitet: vom legendären Grand Roche Hotel in Kapstadt über Ritz Carlton Hotels - wo er auch intensiv in Kontakt mit den "7 Habits of Highly Effective People" kam - bis hin zum Adlon in Berlin und seinen ehemals eigenen Kameha-Hotels. Im Gespräch berichtet Carsten von seinem Werdegang, was die 7 Habits für ihn bedeuten und warum man sie nicht als Zwang oder Dogma ansehen sollte. Er erklärt, was Service Excellence beinhaltet - gerade in unserer heutigen digitalen Welt - und wie Service Excellence mit Führung und Change zusammenhängt. Das Gespräch führte FranklinCovey Leadership Experte Gerd Schulze Weischer. Mehr zum Thema Service Excellence und Kundenbindung unter: www.franklincovey.com/Solutions/customer-loyalty/leading.html Weitere Infos zu den 7 Habits unter: www.franklincovey.de/de/fuehrungs-und-unternehmenskultur/die-7-wege-zur-effektivitaet/

Private label wine sales have evolved dramatically in the past 25 years along with market conditions, distribution channels, consumer awareness and interest in wine, and the industry at large, resulting in an environment where control brands will not only thrive, but will grow remarkably in importance and scale in the US. In this talk, we will review a 5 step “RAPID” approach to building a control brand that achieves escape velocity. ***About Jim Kopp*** A graduate of the Cornell University School of Hotel Administration, Jim Kopp successfully operated an array of restaurant concepts before entering the wine business where he spent five years with McDowell Valley Vineyards becoming their National Sales and Marketing Director. From here he opened Rumpus, a fine dining restaurant in downtown San Francisco that earned significant acclaim in both local and national press for high quality food, service, and an innovative beverage program. He also built and opened Bliss Bar in San Francisco, which was named one of the City’s top cocktail lounges by 7 x 7 and In Style Magazines in 2001. Mr. Kopp formed a consulting business in 2000 to assist restaurant, retail, and winery operators in improving their sales, marketing and operations results. His client list included Constellation Concepts, Ritz Carlton Hotels, Kendall Jackson Estates, and Hospice du Rhône. This firm became ACME Wine Marketing in 2002 focused on increasing sales and revenues for quality driven producers of wines and spirits. In 2007, he was hired by Jackson Family Wines to oversee marketing for a variety of wineries and to form, train, and manage a field marketing team focused on the sale of the company’s ultra-premium wines. ***Know more about Jim Kopp*** https://ibwsshow.com/en/speakers/2018... Watch On Youtube: https://www.youtube.com/watch?v=H0pCduwskps&index=12&list=PL0ozFCHr7H00E-nIJs_-G2XrhAEcfzh9u ***Subscribe to our Channels for more: *** ► YouTube: https://www.youtube.com/user/BEVERAGETRADENETWORK ► iTunes: https://itunes.apple.com/us/podcast/bevcast/ ► Stictcher: http://www.stitcher.com/s?fid=233919&refid=stpr ***About IBWSS SF*** Be part of the biggest gathering of Bulk Wine, Bulk Spirits and Private Label professionals in the US. No show offers buyers a greater opportunity to meet producers who offer private label wine, spirits, bulk wine, bulk spirits and contract manufacturing. IBWSS is the ONLY show in the US that will bring the world to you. Over the course of two days leading figures from the global and US wine industry will share their advice, insights, and experiences on how bulk wine and spirits can help grow your private label and branded product business. The event will include a combination of conference sessions and workshop-style sessions. Who Should Attend? IBWSS buyers are other wineries and distilleries looking to meet up their demand, Importers, Retailers, and Distributors looking for private label programs, negotiants who are looking to meet the growers and producers. Get your visitor pass today and meet the leading bulk and private label suppliers from all over the world. Know more about IBWSS SF: https://ibwsshow.com/ ***About the Organisers: Beverage Trade Network*** Beverage Trade Network is one of the world's leading networks for beverage, wine, spirits and beer importers, distributors, producers and related companies. Our database and directory listing of the world's leading beer, wine, spirit and non-alcoholic drink producers provides our importers and distributors an advantage to source and innovate their portfolios.

What are the 10 key behaviours that top Leaders in best in class organisations demonstrate? We have talked about leadership on this show many times but I am not sure we have had anyone who has talked to more leaders from the highest performing companies in the world than my guest Adrian Simpson. Adrian has been running study tours and events for almost two decades – featuring some of the world's most admired and successful companies and leaders including Apple, Google, IKEA, LEGO, NASA and Ritz-Carlton Hotels. Speakers at events he has organised have included: Al Gore, Kevin Spacey, Jamie Oliver, Bob Geldof and Professor Muhammad Yunus. Drawing on unparalleled access to the boardrooms and shop floors of iconic businesses, Adrian shares with huge passion, insight and humour about what it takes to be a high performing leader. If you want to check you are, aspire to be or wish to learn more about the behaviours of top leaders then this show will provide the insight.

What are the 10 key behaviours that top Leaders in best in class organisations demonstrate? We have talked about leadership on this show many times but I am not sure we have had anyone who has talked to more leaders from the highest performing companies in the world than my guest Adrian Simpson. Adrian has been running study tours and events for almost two decades – featuring some of the world's most admired and successful companies and leaders including Apple, Google, IKEA, LEGO, NASA and Ritz-Carlton Hotels. Speakers at events he has organised have included: Al Gore, Kevin Spacey, Jamie Oliver, Bob Geldof and Professor Muhammad Yunus. Drawing on unparalleled access to the boardrooms and shop floors of iconic businesses, Adrian shares with huge passion, insight and humour about what it takes to be a high performing leader. If you want to check you are, aspire to be or wish to learn more about the behaviours of top leaders then this show will provide the insight.

What can you do to create a Cracker Jack experience for your customers? One that offers them an unexpected free prize inside? In this episode, host Kelly Scanlon sits down with customer loyalty expert Chip Bell to talk about his new book, The 9 1/2 Principles of Innovative Service and ways to heighten your customers' astonishment and amazement with every encounter with you. A keynote speaker and senior partner with The Chip Bell Group, Chip is the author or co-author of 20 best-selling books, and a consultant to several major corporations such as GE, Microsoft, State Farm, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfizer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon Wireless, Home Depot, Harley-Davidson, and Victoria’s Secret. He has appeared live on CNBC, CNN, Fox Business Network, ABC and his work has been featured in Fortune, Business Week, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine and Fast Company.   Learn more about your ad choices. Visit megaphone.fm/adchoices