Horst Schulze - Böcker

In his characteristic no-nonsense approach, Horst Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry.In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise and half measures.For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization.With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about:Why leading well is an acquired skillServing your customersEngaging your employeesCreating a culture of customer serviceWhy vision statements make a differenceWhat it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now.Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

Everything equal, customers choose whether they will return based on the feeling they get when interacting with your brand. Research reveals that a high number of customers will go through the trouble of switching brands due to a bad customer experience. Great businesses know how to make a customer feel seen, understood, and valued. Those satisfied customers trust you more and come back--and they tell their friends.Backed by plenty of on-the-ground research and illustrated with real-life examples, The Come Back Culture shows you how to create an experience that keeps people coming back for more. It shows you how to- build a hospitable team- know your guest- create moments that impress- recover quickly when things go wrong- and moreWhether you offer a service or a product online or at a physical location, you can use the principles in this book to turn your customers into raving fans of your business who not only spend their money but continue to spread awareness of your brand.