(Abstract) 100 Great Business philosophy: Concept 12: customized services on a large scale

Concept 12 large-scale tailored services

Large-scale information collection and storage enables you to provide high-quality and personalized services for a customer. By adding value to your products, you can block your competitors and ensure repeated business.

Concept

Ritz-Carlton (Ritz-Carlton) Chain Hotels effectively use information technology to train their employees on the use of information to provide customers with high-quality personalized services, after 15 years of development, it has become one of the world's most successful luxury chain hotels. The strategy of the Ritz-Carlton Hotel is very simple: Providing distinctive Services and customer value at competitive prices makes you stand out from competitors.

However, their exception lies in their emphasis on some key principles. These principles have been strengthened through strong leadership, successful management, and technical application. They include:

§ Efficient and personalized service design. It is important to ensure that employees invest in high-quality customer services. Information technology systems have standardized requirements in the company, and are developing a company culture to highlight the needs to capture and disseminate useful information for each customer.

§ Achieve the hotel operation without error, and retain customers through precise marketing strategies. To achieve this goal, the Ritz-Carlton Hotel spent several years in-depth understanding and accumulation of various knowledge in the hotel's operating procedures, and then combined information technology and personal skills with innovation, this allows the hotel to follow up on customers' preferences.

For example, employees investigate customers, record their preferences, and store the information and data on the company-wide information network. This allows other employees to use this information again to provide the most user-friendly services and actively influence the connection with customers, thus defeating their competitors. When a customer registers, they get their favorite room and location. During their stay at the Ritz-Carlton, a dedicated supervisor is responsible for understanding the details of each customer, to provide personalized services, such as extra pillows, their favorite drinks, and favorite newspapers.

The Ritz-Carlton method is an excellent example of a large-scale tailored service. They can quickly and efficiently provide a large number of products and services that satisfy every customer, and they are very profitable.

Practical application highlights

§ Give full play to the talents of employees at all levels of your company and take advantage of technologies. Listen to your market comments with high standards.

§ Store customer information in an easy-to-obtain manner to ensure a high level of personalized services for them.

§ Promptly reorganize personnel, information and procedures as necessary to provide highly customized and considerate services.

(Abstract) 100 Great Business philosophy: Concept 12: customized services on a large scale