Page 152 - The New Gold Standard

PRINCIPLE 3: IT’S NOT ABOUT YOU
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the Gallup CE . (Please see the sidebar “Gallup CE : Gallup’s
Customer Engagement Metric.”) “Almost immediately upon tak-
ing on the account, we started talking to Ritz-Carlton leadership
about the concept of customer engagement. Even though it
seemed that President Simon Cooper was on board with our vi-
sion fairly early on, Ritz-Carlton is a grassroots organization. In
order for a change to be made, consensus was needed within the
organization. Progress was made steadily, given that the mea-
surement of customer engagement intuitively fit a business that
was committed to affecting the guests’ emotional experience and
long-term loyalty, and by the fall of 2003, Ritz-Carlton agreed
to let us do a pilot test.”

Gallup CE 11 : Gallup’s
Customer Engagement Metric

1. How satisfied are you with Ritz-Carlton?
2. How likely are you to continue to choose Ritz-Carlton?
3. How likely are you to recommend Ritz-Carlton to a friend or
associate?
4. Ritz-Carlton is a name I can always trust.
5. Ritz-Carlton always delivers on what they promise.
6. Ritz-Carlton always treats me fairly.
7. If a problem arises, I can always count on Ritz-Carlton to
reach a fair and satisfactory resolution.
8. I feel proud to be a Ritz-Carlton customer.
9. Ritz-Carlton always treats me with respect.
10. Ritz-Carlton is the perfect hotel for people like me.
11. I can’t imagine a world without Ritz-Carlton.
(Copyright © 2000 Gallup, Inc. All rights reserved. Reprinted with
permission. These items cannot be used without Gallup’s involvement and
consent.)

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