Creating World Class Service

Published July 1, 2016


Leading OrganizationsProcess

If you have ever been on the receiving side of excellent customer service, you know how it communicates value and contributes to customer loyalty. In this Summit session, Horst Schulze CEO of Capella Hotels, shares insights on creating customer loyalty and inspiring employees.

About the Speaker(s)
Horst Schulze

Horst Schulze

Chairman and CEO

Capella Hotel Group

As CEO of Capella Hotel Group, Horst Schulze inspires client loyalty by raising the bar for customer service. Under his leadership, The Ritz-Carlton Group was awarded the prestigious Malcolm Baldrige National Quality Award in both 1992 and 1999—the first and only hotel company to win even one such award. A leader and entrepreneur, he inspires leaders with practical ways to create high-quality customer service experiences. His latest book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, is available March 2019.

Years at GLS 2015, 2016