Foreword
Many business leaders today face a dynamic set of challenges. How does one choose employees who have the talents and interpersonal qualities necessary to deliver memorable customer experiences? How can leaders bring on board, train, and acculturate team members so that they develop a passion for product excellence and the skills required to become consummate service professionals? How can technology be leveraged to strengthen, not diminish, personal service delivery?
If you are fortunate enough to be a manager or leader in a company with a global footprint like The Ritz-Carlton Hotel Company or Starbucks, you face the added challenges of constantly refining your products and services to connect with changing and culturally diverse customer ...
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