As a brand strategist, I have always loved The Ritz-Carlton because of its uniquely personal brand experience. Upon walking through the front door, you immediately feel as if you are a queen (or king). That’s why I’ve had an appreciation for their motto: “Ladies and Gentlemen serving Ladies and Gentlemen.” Not to mention all of the thoughtfulness behind the organization. This is how you drive brand through an organization effectively.

But during my last few visits to The Ritz, things were different. (more…)