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The Ritz Carlton

Date post: 15-Jan-2017
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The Ritz- Carlton: ppealing to Emotions
Transcript
Page 1: The Ritz Carlton

The Ritz-Carlton:Appealing to

Emotions

Page 2: The Ritz Carlton

The Ritz-Carlton Model:

•Revolutionized Customer Service.

•Emotion Appealing.

•Exceptional Training of Employees

Page 3: The Ritz Carlton

•Ladies and Gentlemen serving Ladies and Gentlemen.

•WOW Stories.

Page 4: The Ritz Carlton

Exceptional Employee Training

•3 Step Service•12 Service Values

•Select 2% of applicants•Connects Emotionally with Customers

Page 5: The Ritz Carlton

The WOW Stories.

•15 minute “Line Up”•Managers catching up with employees•Best way to Communicate with employees •Highlighting one of twelve service values

Page 6: The Ritz Carlton

Emotionally Appealing

•They keep Employees as well as customers satisfied

•Creating Magical Experiences

•Shifting Customer Relationship

Page 7: The Ritz Carlton

•Monitoring Customer Satisfaction : Emotional Questions

•Inspired to create unique , memorable and personal experiences for customers

Page 8: The Ritz Carlton

Ritz Carlton Changes its Marketing Campaign from “Its our pleasure ” to“Let us Stay with you”.

Page 9: The Ritz Carlton

Ritz Carlton spends $10 million for repositioning its brand image.

Page 10: The Ritz Carlton

Six Words Marketing Campaign inspired from a meme was a huge success

Page 11: The Ritz Carlton

Ques 1. How does The Ritz Carlton match up to competitive hotels ? What are the Key Differences ?

Page 12: The Ritz Carlton

•Revolutionized Customer Service.

•Standardize Service Performance throughout.

•Innovation with Services.

Page 13: The Ritz Carlton

•Investing in Good hiring and Training Procedures.

•Monitoring Customer Satisfaction.

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•High Standards

•Primary and Secondary service options

Page 15: The Ritz Carlton

•Uses Internal , External and Interactive Marketing

•Less gap between Consumer Expectation and Management Perception•Less gap between Service Quality specification and Service delivery

Page 16: The Ritz Carlton

Ques 2. Discuss the importance of the “wow stories” in customer service for a luxury hotel like Ritz-Carlton.

Page 17: The Ritz Carlton

•Ritz-Carlton allows an expenditure of 2000$ per employee per guest

•It motivates and gives inspiration to the employees.

Page 18: The Ritz Carlton

•Renders Employees importance of their work

•It helps in internal marketing of the brand.

•Foster Pride

Page 19: The Ritz Carlton

•Motivates employees to give perfection to their job.

•Increases Repetition of such greatness.

Page 20: The Ritz Carlton

•The Ritz Carlton Model•Exceptional Employee training•The WOW Stories•Emotionally Appealing•New Marketing Campaign•Ques/Ans

Page 21: The Ritz Carlton

Disclaimer

• DISCLAIMER Created by Aman Srivastava, IIT Roorkee, during a marketing internship by Prof. Sameer Mathur, IIM Lucknow .


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