Leading Blog
AUGUST 8, 2011
Simon Cooper, president and CEO of Ritz-Carlton, calls this “scriptless service”. With such a diverse clientele, employees cannot simply operate by choosing from a limited number of preselected solutions to guest requests. They are a method of “aligning groups of people so they achieve common goals.”
CO2
JULY 25, 2011
Gary Carter, COO of the company that produces “American Idol,&# says that producers who break the rules do so at their own peril. He recalled the time Simon Cowell brought back past contestants that lost for another chance in the last round of the contest–alienating lots of contestants and audience members in the process.
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