#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture

Ritz Carlton is not just a brand.
It’s a brand that sets the bar for customer experience.
It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company.
We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry.
👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today?
👉 The concept of “We are, ladies and gentlemen, serving ladies and gentlemen” is central to Horst's philosophy. How has this idea shaped the service standards in the hotel industry and beyond?
👉 What role does leadership play in creating an environment where employees are motivated to meet and exceed customer expectations, according to Horst?
👉 How does employee orientation contribute to the overall vision and success of an organization?
How Horst overcame a terminal cancer diagnosis that led him to a newfound faith and deeper appreciation for life and relationships.
From the legendary 24 principles, to “my pleasure” (Chick-fil-A got it from Horst), to a $2000 customer happiness fund for every employee, Ritz is the gold standard for CX excellence.
A must listen for anyone who wants to learn from a true master.
🔊 Listen now and subscribe for more insights: www.empoweredcx.com/podcast


A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.
Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz-Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous.
During his tenure at The Ritz-Carlton, Mr. Schulze served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award - twice.
In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze was honored with the “Legacy of Innovation and Inspiration Award” by Historic Hotels of America.
After leaving The Ritz-Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.
Today, Mr. Schulze serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm. He serves on numerous boards and is a sought-after keynote speaker. He also recently completed his first book, titled “Excellence Wins.” In 2022, Auburn University announced its school of hospitality would forevermore be named The Horst Schulze School of Hospitality Management.
Resources The Delighted Customers podcast website:www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: / markslatin Register for the next Trusted Guide Roadmap™ Master Class here: www.empoweredcx.com/ The Agile Brand is produced by Missing Link-a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. www.missinglink.company (www.missinglink.company/) , qrcd.org/5b23

[@Robizz234]

Such an honor to have Horst Schulze on the show talking about customer experience!

[@user-oz5mt1sw3k]

Excited to hear about Horst's insights that go beyond hospitality

[@user-qc2rw5bk7v]

Leadership's role in motivating employees is so crucial

[@SergeyGermash86]

Horst's new book 'Excellence Wins' sounds like a must-read!

[@user-mary_713]

We are, ladies and gentlemen, serving ladies and gentlemen - what a powerful concept

[@user-gr6gt4pm4s]

The impact of Horst's philosophy on service standards is fascinating

[@mikky23mich]

I can't wait to hear about the lessons Horst learned in the hotel industry

[@user-gj5jc9in8y]

The idea of service standards transcending industries is intriguing

[@Kastalom02]

The Ritz Carlton truly sets the bar for customer experience

[@timkedmark2582]

How does Horst apply his early experiences to his business practices today?