Effect a top-level Quality Service plan

Ritz Carlton Hotels rank among the top "customer service" companies in the world. Their "Gold Standard" is highly praised, and is used as a "best practice" training model in many similar hotels. It is therefore, the benchmark is providing customer service in the lodging sector of our industry. We can learn much from the Ritz-Carlton Gold Standard and their exceptional customer service philosophy and orientation. "Putting on the Ritz" has always meant top-quality, the best of the best. In a recent independent survey, 99 percent of guests said they were satisfied with their Ritz-Carlton hotel experience and over 80 percent stated they extremely satisfied. The Ritz-Carlton focuses on taking care of their customers and employees and this creates an amazing standard of customer service. The key to impressive customer service is to create loyal customers. Loyal customers return again and again to spend there money and are less price sensitive. Satisfied customers might return, but are equally likely to go anywhere else and seek out the lowest price. In this context, it could be argued that satisfaction is near meaningless and only loyalty truly counts.
• Assess the effect a top-level Quality Service plan has on customer loyalty.