12 October 2006

How The Ritz-Carlton Is Reinventing Itself

A top executive with one of the world's most admired brands tells how Ritz is creating "guests for life"

A GMJ Q&A with Simon Cooper, Chief Operating Officer and President of The Ritz-Carlton Hotel Company, L.L.C.
Brand recognition alone doesn't keep hotel guests coming back, says Simon Cooper, chief operating officer and president of one of the world's most admired companies. In fact, that recognition is just the first step in a customer's journey toward engagement. In this candid interview, Cooper discusses how The Ritz-Carlton's fame can undermine its brand promise, how to train staff to be spontaneous, and why engagement is the company's key commodity.
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