12 min

Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage? The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

    • Business

One of the most important roles of a leadership team is to instill in the workforce a sense of purpose. In 2014, I did a podcast interview with the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups, who put this in stark terms. He’s an exceptionally plain-talking common-sense leader who just doesn’t take excuses for poor service. And he believes, passionately, that good service depends on inspired employees. 

One of the most important roles of a leadership team is to instill in the workforce a sense of purpose. In 2014, I did a podcast interview with the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups, who put this in stark terms. He’s an exceptionally plain-talking common-sense leader who just doesn’t take excuses for poor service. And he believes, passionately, that good service depends on inspired employees. 

12 min

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