HomeBrand Digital StoriesThe Ritz-Carlton Cx Program – Gold Standards

The Ritz-Carlton Cx Program – Gold Standards

  • April 10, 2023
  • Posted by: Gopal Krishna
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The Ritz-Carlton is synonymous with Customer Service, no wonder it’s the ONLY hospitality company to win the coveted Malcolm Baldrige National Quality Award, twice. Anyone familiar with The Ritz-Carlton would often here customer service terms like ‘ladies and gentlemen serving ladies and gentlemen’, ‘Radar On-Antenna Up’, and ‘Fulfillment of Unexpressed Wishes and Needs’.

The Ritz-Carlton created Gold Standards as the foundation, culture and philosophy of customer service. These 6 Pillars of Gold Standards are:

  1. Credo
  2. Motto
  3. Three Steps of Service
  4. Service Values
  5. The 6th Diamond
  6. The Employee Promise.

The Ritz-Carlton customer service is so popular that it created The Ritz-Carlton Leadership Center offering advisory services, courses and presentations to organizations that wish to benchmark the award-winning business practices of The Ritz-Carlton. It is said that Apple Stores inspired by Ritz-Carton customer service principles.

As Steve Jobs said, “Good Artists Copy, Great Artists Steal.”



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