Cadillac emulates the Ritz to wow customers

06/21/2010 | Bloomberg Businessweek

To boost its flagging brand, Cadillac has called in training teams from the Ritz-Carlton Hotel chain to teach its staff how to pamper customers. Like the Ritz, Cadillac is now giving all its workers pocket-sized cards explaining how to provide a winning customer experience and is giving employees carte blanche to spend up to $2,000 ensuring that customers go home happy. "We think we do pretty well, but ... we have to do better," says Cadillac's vice president for sales and service in the U.S.

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