40 min listen
S01 E07: Antonia Hock, Global Head of The Ritz-Carlton Leadership Center
S01 E07: Antonia Hock, Global Head of The Ritz-Carlton Leadership Center
ratings:
Length:
43 minutes
Released:
Jan 15, 2020
Format:
Podcast episode
Description
Antonia Hock, Global Head of The Ritz-Carlton Leadership Center talks with Scott Kerr about why the top luxury brand for hotel guest satisfaction decided to share the 'secret sauce' for its gold standard of customer experience with the rest of the world; how technology is impacting anticipatory services; what it was like to move from the tech industry to the luxury hospitality industry; Antonia shares what she thinks luxury means today and what consumers want from luxury; The two discuss how the concept of "service" fits into consumers' expectations; The need for more "wow moments" from brands and how to operationalize those moments; Antonia also shares how The Ritz-Carlton Leadership Center gets heritage brands out of their comfort zone when it comes to service, why brands need to be doing more social listening, and more; Follow Us: Twitter @theluxuryitem and @scott_kerr, Email: scott@silvertoneconsulting.com
Released:
Jan 15, 2020
Format:
Podcast episode
Titles in the series (100)
S01 E06: Thomas Serrano, President of Havas Luxe and Havas Events North America: Thomas Serrano, President of Havas Events North America and Havas Luxe talks with Scott Kerr about what goes behind producing a memorable and meaningful event experience for luxury clients. The two discuss how the financial crisis of 2008 impacted the lux by The Luxury Item with Scott Kerr