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Antonia Hock, Global Head of The Ritz-Carlton Leadership Center talks with Scott Kerr about why the top luxury brand for hotel guest satisfaction decided to share the 'secret sauce' for its gold standard of customer experience with the rest of the world; how technology is impacting anticipatory services; what it was like to move from the tech industry to the luxury hospitality industry; Antonia shares what she thinks luxury means today and what consumers want from luxury; The two discuss how the concept of "service" fits into consumers' expectations; The need for more "wow moments" from brands and how to operationalize those moments; Antonia also shares how The Ritz-Carlton Leadership Center gets heritage brands out of their comfort zone when it comes to service, why brands need to be doing more social listening, and more; Follow Us: Twitter @theluxuryitem and @scott_kerr, Email:


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