Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.
“You can define yourself as excellent if you create excellence, no matter what your job is.” – Horst Schulze
“The greatest driver of customer satisfaction is to be nice.” – Horst Schulze
“We are here to serve, but we are not servants.” – Horst Schulze
“If you don’t keep on training, sooner or later somebody will better than you are.” – Horst Schulze
“Everything you do in life is a decision. Decide to be excellent.” – Horst Schulze
Horst Schulze is the founder, chairman, and CEO of the Capella Hotel Group and co-founder and former COO of the Ritz-Carlton Hotel Company. He is also a highly sought after keynote speaker and renowned business leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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