Updated: Aug 23
"39% of executives spend less than a two hours per week with their customers."
This result from a recent poll we conducted with over 100 business leaders across Australia and New Zealand shocked us.
Luxury leader and customer service visionary Horst Schulze joined us to share his insights from over 65 years at the top of the hospitality industry leading the Ritz Carlton and Capella Hotel Groups.
Every day Horst would connect with customers, even when he was the global President.
He was so committed to spending time with the customer that on more than one occasion he actually moved into hotels where the service levels were below his standard until they were restored.
If you are a business leader, how much time do you spend with your customers?
What could you do today to start listening and learning more directly from your clients?