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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See also
Whatever Happened to the “Service Station”?
In Praise of Praising Your Employees
In Search of the "Hero" Product
Can This Brand Marriage Be Saved?
New Book Reveals Why Consumers Bond With Brands

Gallup Retail Forum 2010: From Spenders to Savers

There is a "new normal" in consumer behavior, and the shift from spending to saving may be permanent. Whether retailers prevail or fail will depend on their ability to capture a larger share of the consumer's shrinking wallet.

At the Gallup Retail Forum 2010: From Spenders to Savers event, leaders will discuss the changing retail landscape and generate ideas on how their organizations can serve the new consumer.

The event will take place on April 14, 2010, at the Gallup Irvine office. To learn more or to register, visit the Gallup Retail Forum 2010 page on the Gallup Consulting Web site, or contact Mary Penner-Lovci (212.548.2940) or Krista Volzke (402.938.6001).

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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