Gaining Customer Loyalty
The Ritz-Carlton Hotel Co. exemplifies the value of orchestrating processes, systems, structures, information technology,
and people. All work in concert to support a strategy of providing
customized, personal, high-level services to
guests of the company’s hotels.
The Ritz vision for IT, explained in a recent Harvard Business School
case study, “The Ritz-Carlton: Using Information Systems to
Better Serve The Customer,” focuses on turning guest preference data into actionable information.
Such information is available to each employee, who can use it to provide a more personal
level of service.
The result: In July 1994, Consumer Reports rated the
Ritz-Carlton first among luxury
hotels.
James Cash, “Gaining Customer Loyalty,” Information Week, 10-Apr-95, p. 108