Question

When Ramona, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the Ritz-Carlton, she was exhausted and her suit was wrinkled from her 10-hour plane trip. The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation. She has been a loyal Ritz-Carlton customer ever since. In this example, Ritz-Carlton demonstrated the macro strategy of

A. promotional excellence.
B. operational excellence.
C. global excellence.
D. customer excellence.

Answer 1

Answer:

D. customer excellence.

Explanation:

Customer excellence is when an organisation always provides services the makes customers happy, and customers reciprocate by being loyal to those who give them excellent service.

In this instance, the night clerk anticipated that the Ramona was going to use hero suit the next day and arranged for someone to dryclean it.

Ramona in turn is now a loyal customer in Ritz-Carlton.