Page 161 - The New Gold Standard

Build a Business Focused on Others

STRIKING GOLD

D What efforts do you make to not only measure the satisfac-
tion of your customers but also their emotional engage-
ment with your brand?
D Do employees at all levels of your organization understand
your customer feedback metrics? Do they understand the
importance of those metrics to the overall success of the
business?

D How do you attempt to listen to the needs and opinions of
those who choose other providers?

D Would your company be described as a customer-centric
business or a more inward-looking business focused on
process efficiencies?
D How do you solicit input from business partners, vendors,
and other individuals who have a stake in the outcome of
your company?

sury Holdings, the ownership group for The Ritz-Carlton, Pow-
erscourt, County Wicklow, Ireland, shares, “We’ve had a very
good experience with Ritz-Carlton. From the onset of our ne-
gotiations with them we could sense the sincerity of their inter-
est in our ideas and vision. That is not to say that there were no
disagreements. It was an intensely challenging but highly cre-
ative period of time, bearing in mind that we opened the hotel
972 days after we first broke ground. However, the senior people
at Ritz-Carlton were invariably open to other perspectives, par-
ticularly from those who knew the country where the hotel as-
pired to operate. This willingness to listen serves the group well,
particularly as one that is growing, adapting and becoming more
international in outlook and location. The Ritz-Carlton group

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