Putting the customer first is what you typically hear from retailers. That isn’t wrong, but it’s also not the full picture. A customer-centric culture will not be sustainable without the commitment and conviction of those who design, build, implement and serve every day. Here’s how you can make it happen.
As the Global Head of The Ritz-Carlton Leadership Center, Antonia Hock (Antonia.firstname.lastname@example.org) has extensive experience leading high impact business units and driving transformation in customer experience, high performing culture, and employee engagement. The hallmarks of her personal brand also include inspirational leadership, innovative strategy development, disciplined P&L management, and exceptional results. Antonia was named to 2019 Luxury Daily’s top 25 women to watch list, which annually honors select women executives who show the potential to make a difference in the luxury business in the year ahead. Her passion for highly differentiated customer experiences grounded in employee excellence has created exceptional brand loyalty across segments and industries.