“We really demystify what outstanding service is,” Diana Oreck, vice president of Ritz-Carlton’s Leadership Center, Washington. “There are so many companies that over-analyze it. At the end of the day we’re all consumers and know that when we get great service, it’s poetry in motion, it’s choreographed ballet. “We’re no longer in a transactional economy and for 31 years The Ritz-Carlton has always been about creating unique, personable experiences, and now other industries are catching up, regardless of what industry they’re in,” she said. “The difference between a satisfied and engaged customer is the heart and if you have a satisfied customer, that’s not competitive.” Get the full story at Luxury Daily