Monthly Archives: June 2008

Redefining the Gold Standard

 

Joseph Michelli

Joseph Michelli

In his new book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, Dr. Joseph A. Michelli, Ph.D. discusses the “service value” that sets Ritz-Carlton apart from its competition.

 

In a tanking economy (sorry for being glass half-empty), the near future prospects of super luxury brands like Ritz-Carlton seem to be far from rosy.  But as Michelli points out, the company’s constant quest for excellence has elevated the luxury experience to a true art form.  And there will always be buyers for art.

As I commented at BusinessWeek’s excerpt from the book, Ritz-Carlton approaches Corporate Social Responsibility with the same dedication to excellence they are famous for in their customer service.  This is a rare and wonderful thing indeed.

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Hispanic Marketing For Credit Unions

Financial institutions have always had fun with marketing to Hispanics.  Targeting the right customer, dealing with documentation issues and figuring out the ROI on Hispanic initiatives have always been challenging.

Suzanne Boniface tackles the topic in the latest issue of Credit Union Management Magazine.  

Her statistics point to a good fit between Credit Unions and Hispanics.

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