Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

care, mean it, deliver – Only at Ritz Carlton

We will take care of this for you!
Mean it!
Deliver it!

Who else will do that? RITZ CARLTON the BUYstory maker

A recovery story that just keeps getting better! I am sure Mrs. Picoult enjoyed every bit of the attention.

3000$ compared to the lifetime value of Mr. and Mr.s Picoults business at the Ritz
3000$ to make a story worth telling and retelling

Now please tell us when was the last time you experienced a recovery story, even if not as splendid as this.
The least I have got is a platE of food replaced with good amount of reluctance. Enough to make you cringe and continue eating the horrid dish.

The worst recovery stories where we walk out saying to ourselves ‘fair enough’.

  1. But mam it is ‘clearly’ written in the washing instructions “DRY CLEAN ONLY”
  2. But mam you are 10 minutes late and that table you booked is not taken, I will need to ask you to register with the lady outside
  3. We are sorry we forgot to inform you but your order cannot be completed because we are out of stock

Are we getting used to being treated like that?
Or is the brand constantly creating detractors?

More BUYstories from Ritz Carlton
http://www.ritzcarlton.com/en/StoriesThatStay.htm

We spoke about this in our FREEDOM blog https://thebuystories.wordpress.com/2013/05/07/freedom-for-customer-service-representatives/

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