When Ramona,the Keynote Speaker at a Major Business Leaders' Conference,arrived

question 33

Multiple Choice

When Ramona,the keynote speaker at a major business leaders' conference,arrived in the middle of the night at the Ritz-Carlton,she was exhausted and her suit was wrinkled from her 10-hour plane trip.The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation.She has been a loyal Ritz-Carlton customer ever since.In this example,Ritz-Carlton demonstrated the macro strategy of

• A) customer excellence.
• B) operational excellence.
• C) product excellence.
• D) promotional excellence.
• E) global excellence.

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Definitions:

Credibility Speaker

The trustworthiness, expertise, and authority a speaker is perceived to have by an audience.

Evidence

Information or facts that are used to support a conclusion, claim, or belief.

Personally Relates

A term denoting the direct connection or relevance one has with a particular situation, topic, or experience.

Dynamism

The quality of being dynamic, characterized by constant change, activity, or progress.