Back in ad school, one of my first assignments was The Ritz-Carlton. So my art director and I went over to the Ritz and talked to one of the concierges, who told us story after story of the things the staff does for their customers. Providing great customer service is one of the best forms of advertising a brand can do, and that’s the lesson you’ll get in The New Gold Standard: 5 Leadership Principles for Creating a …
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