I’m a big believer in the Ritz Carlton’s program of providing a $2,000 allowance to empower their employees to enhance the “Guest Experience” … and I think it’s noteworthy that the Cadillac division of General Motors is applying this concept to strengthen their relationship with potential Cadillac customers.
It’s not the money. It’s not the ability to gloss over errors and omissions in your customer service process … and the Ritz Carlton experience confirms that it’s rarely abused. It’s a great idea because it will not only “WOW” your customers … but most importantly … will demonstrate to your team that they are always on the front line of the customer experience and need to actively seize the power to solve problems for customers … right now!
What have you done to astonish your customers and build an impregnable customer relationship?