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  • Customer Experience Quotes – Horst Schulze

    “Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.”

    • Horst Schulze, Cofounder and Former President of the Ritz-Carlton Hotel Company

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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