How the world’s best hotels deliver exceptional customer experience
🏠 McKinsey reveals that exceptional customer experiences in luxury hospitality stem from a culture of excellence. As of Feb 4, 2025, the emphasis is on anticipating needs and exceeding expectations rather than just lavish decor. Building this culture demands strong leadership, with leaders directly setting high service standards from day one. Empowering employees, updating guest experiences, and personal commitment are essential, leading to increased customer loyalty and long-term value.
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